Job Description

This role will provide the best service experience to our customers by addressing their inquiries, resolving complaints and providing information related orders completed, in transit or delivered , by addressing to the corresponded group in any other cases and continues improving the customer visibility.

• Overview the Logistics Claims Process, ensure we meet or exceed the targets and give best service experience to our customers.
• Overview the Order Scheduling Process to ensure the compliance of special instructions provided in each order.
• Responding customer inquiries via system, email, phone, text or chat; such but not limited to:
  • Freight cost
  • Transit times
  • Deliveries/Shipments changes
  • All other
• Resolving complaints by addressing them in a timely and professional manner and ensure the compliance of the company policies and procedures.
  • Inform about the policies and procedures
  • Being the only point of contact with the carrier and plant personnel.
  • All other
• Providing information related orders completed such as but not limited to:
  • Shipment status
  • Estimated time of delivery
  • Tracking information
  • All other
• Resolving billing inquiries by creating credit or debit memos after confirmation from the corresponded department.
  • Incorrect Freight cost applied during the billing process received via Navigator, email or phone call.
• Informing, billing and updating OTM with the accessorial charges generated after shipping due to Customer delays or changes; such but not limited to:
  • Layovers
  • Address changed (extra miles, stop off added, etc.)
  • Expedite delivery
  • All other
• Collaborating with other teams to provide the best customer experience.
• Identifying issues that need to be escalated to higher management or specialized departments.
• Compiling reports of customer interactions and inquiries to help to improve service quality and to implement corrective actions.
• Promote a continuos improvement environment

Qualifications

• Capable to create good inter-functional rapport.
• Ability to send and receive Information clearly and actively listen.
• Adaptability to adjust to different situations
• Capable to manage stress, remain calm and understanding.
• Effective analytical and problem-Solving skills
• Must be detail oriented with the ability to multi-task.
• Strong sense of working integrity and responsibility
• Effective organizational skills including the ability to prioritize and plan work.
• Acknowledge of Excel, Word, Power Point and Outlook
• Ability to use good judgment to carry out detailed but uninvolved written or oral instructions.
• Logistics experience preferred.

Additional Information

Equal Opportunity Employer, including disability / veterans

*Bosch adheres to Federal, State, and Local laws regarding drug-testing. Employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.