Customer Relations Specialist

Here’s  the difference  you’ll  make

You’ll be responsible in serving clients to continuously create and deliver value by handling customer requirements such as but not limited to loading confirmations, arrival notices, unwithdrawn notices, shipment monitoring reports, 3rd party reports, managing call metrics, solicits and creates bookings for walk-in and on-account customers, and troubleshoots to manage customer complaints. 

What  you’ll  do (your mission)

• Ensures that target metrics/standards are met .
• On-time and  accurate  logging of all incoming / outgoing calls in Call Log Monitoring System (CLMS)
• Creates on time and  accurate  booking request from clients (Phone In / Walk In)
• Seeks approval from the authorized department for the following:
• Collect Destination (COD) payment  of  Rolling and Perishable Cargoes.
• Dangerous Cargo
• Out-of-Gauge Cargo
• Rolling Cargo with 6 inches and below ground clearance
• Serviceable Areas
• Sends request to FDT to pre- advise  "to come" bookings to be included in  Loadlist
• Reguides  booking if cargoes will not meet Loading Closing Time (LCT )
• Facilitates booking amendment and cancellation request with supporting  Ancilliary  Service Request Form (ASRF) for On-Account customers
• Sends priority list to PYM  Loadplanning  for inclusion in the Load List
• Monitors if shipment is included in the Load List and provide updates to customer
• Coordinates with other departments and the branches for cargo that  requires  proper monitoring .
• Seeks payment confirmation from FRA for bank - to - bank payment and request FDT for OR issuance
• Informs client of their cargo details and status by sending booking and loading confirmation through any available channels
• On-time and  accurate  responding to all inquiries and complaints receive from clients through 2GO Freight official email
• Logs all complaints, sales  lead  and commendation to Feedback Management System (FMS)
• Prepares and  submits  CIC-related  reports timely  and accurately to internal and external clients.
• Prepares Proforma Bill of Lading (PBL),  facilitates  ordering of food and water and secures ticket for BSP Escorts
• Prepares and  submits  Daily Risk Assessment using Google Apps to customer 
• Provides excellent customer service and escalates to leader any issues and concerns that are beyond his/her capacity to resolve
• Adheres to plans and projects which  aims  to improve overall team performance and productivity.
  
  

You’ll  thrive in this role if you… 

• Hold a Bachelor’s Degree in any 4-year course preferably in Business such as Management or any other related year courses
• Have at least 3 to 5 years of relevant experience
  
  

Competencies, Skills,  Knowledge  and Abilities

• Technical Competencies
• Customer Focus
• Communication Skills
• Telephone Communication and Handling
• Innovation
  
  

What’s  in it for you 

• Own work that matters. You are trusted to deliver safe, reliable, and on-time service that keeps people and goods moving.
• Grow where you’re supported. You work in a team-first environment that prioritizes safety, care, and continuous learning.
• Excel every day. You are empowered and recognized for raising standards and delivering everyday excellence on the ground.
• Be recognized and feel valued—at work and beyond. Receive and enjoy competitive compensation, performance bonuses, incentives, travel perks , Day 1 access to health and wellness programs and paid time off designed to support your well-being.