Customer Support Specialist, Camarines Norte

Detail-Driven Logistics Support Specialist Ensuring Seamless Shipment Tracking and Customer Resolution

Responsible for managing end-to-end shipment workflows by proactively monitoring consignments across multiple carrier platforms and operational systems. This role focuses on timely issue identification, accurate reporting, and effective communication with carriers and customers to ensure efficient transport processes and high levels of customer satisfaction. Strong attention to detail, proactive monitoring, and the ability to manage multiple workflows are essential to success in this role.

• Experience working with logistics or transport management platforms.
• Strong organisational skills with high attention to detail.
• Ability to prioritise high-volume tasks and respond quickly to urgent notifications.
• Effective written and verbal communication skills.
• Experience using CRM or ticketing systems (e.g., HubSpot) preferred.
• Ability to work independently and manage multiple workflows simultaneously.
• Experience with Macship is highly desirable.

• Monitor the ticketing system for new and re-opened tickets and take appropriate action.
• Update ticket statuses based on progress (e.g., Investigation in Progress, Enquiry Resolved).
• Liaise with carriers and customers via email and phone to investigate and resolve logistics inquiries.
• Provide timely follow-ups and ensure all tickets are managed through to resolution.
• Generate Booked and Manifested reports as required.
• Prepare consignment tracking, collection, and status reports.
• Maintain accurate records and ensure all reporting is completed within required timelines.
• Monitor consignments across multiple accounts and carrier platforms.
• Track shipment statuses, identify delays or issues, and escalate where necessary.
• Maintain visibility over high-priority shipments and provide proactive updates to stakeholders.
• Monitor consignments across shared and dedicated accounts, including shipments below specified value thresholds.