Material Handler Specialist

Job Req Number:  116236 Time Type: Full Time Customer Service Management: Serve as the primary point of contact for key clients regarding logistics-related matters, including inquiries, complaints, and special requests. Handle complex customer issues, ensuring timely and effective resolutions. Provide proactive communication to customers regarding order status, shipment updates, delays, and potential disruptions. Foster long-term customer relationships through personalized service and solutions. Problem Resolution: Identify, investigate, and resolve complex logistics and delivery-related issues, including shipping discrepancies, delayed shipments, and inventory concerns. Work closely with internal departments (e.g., logistics, warehouse, transportation) to ensure problems are addressed promptly and effectively. Ensure that customer complaints and inquiries are handled with professionalism and empathy, maintaining a positive customer experience. Team Support and Mentoring: Support and guide junior customer service staff, providing mentoring, training, and coaching to improve team performance and service delivery. Help develop and implement standard operating procedures (SOPs) for customer service excellence within the logistics department. Oversee and assist with training initiatives for new customer service staff, ensuring a high level of product and process knowledge. Order and Shipment Management: Monitor and track customer orders from initiation through to final delivery, ensuring accuracy and timeliness. Collaborate with logistics and warehouse teams to prioritize orders, ensuring prompt fulfilment and shipment. Investigate and resolve any shipping errors or discrepancies, keeping customers informed throughout the process. Process Improvement and Reporting: Identify areas for process improvement and recommend solutions to enhance customer satisfaction and operational efficiency. Assist in the development and implementation of new customer service processes or tools. Prepare reports on customer service metrics (e.g., response time, resolution time, customer satisfaction) for management review. Collaboration and Communication: Act as a liaison between customers and internal teams to ensure clear and effective communication of logistics-related information. Ensure that customers are informed of any potential delivery delays, issues, or changes to logistics schedules. Work with cross-functional teams to improve service delivery and customer satisfaction. Compliance and Documentation: Maintain accurate records of customer interactions, issues, and resolutions in relevant customer service software. Ensure that all customer service activities comply with company policies, industry regulations, and service level agreements (SLAs). Requirements Diploma in Logistics, Business Administration, Supply Chain Management, or related field (preferred). At least 1 year of…