Customer Service Representative

Under the direction of the CS/OPS Global Hub Supervisor LATAM, the position is responsible for coordinating with assigned country sites via telephone, email, or other approved communication channels to manage deliveries and pickups. The role is responsible for executing, tracking, and reviewing job-related activities and system updates while providing a high level of customer service, resolving issues, maintaining effective internal communication, and ensuring proper organization and control of assigned tasks. The position is committed to continuous improvement and customer satisfaction.

Responsibilities

Complete all contact and coordination activities accurately, timely, and cost-effectively; Record all activities correctly in the assigned control tools to ensure efficient communication flows and support the success of the function; Ensure the timely filing and updating of activities under the position’s responsibility to support the generation of team performance indicators; Edit and maintain shipments in the Transportation Management System (TMS) or applicable system according to established process instructions; Frequently monitor the Transportation Management System and manage pre-advised shipments; Work safely and in compliance with all relevant regulations, including IATA requirements, laws, and ordinances; Properly use and maintain all available tools required to perform the position’s responsibilities; Maintain effective communication with national and international World Courier offices and stations as needed, in a professional, courteous, and timely manner; Recognize and promptly utilize important operational information, including station emails, operational memos, and customer instructions; Coordinate shipment pickups, deliveries, recoveries, and tendering activities as needed, in close collaboration with local CS/OPS colleagues; Select appropriate routings by determining the most suitable transportation type or combination of transportation types; Check planned flight departure and arrival times and perform post-flight checks as required; Identify and suggest opportunities to improve processes, efficiency, and consistency within the department; Perform other duties and responsibilities for which the employee has been appropriately trained, as required.

Requirements

University degree in Foreign Trade, Business Administration, Logistics, Industrial Engineering, or a related field from an accredited institution; Minimum of 2 years of related and progressively responsible experience; Intermediate written and verbal English communication skills; Ability to work quickly and accurately under time, volume, and pressure constraints; Strong interpersonal and communication skills, with the ability to build and maintain customer confidence; Strong organizational skills and attention to detail; Ability to work effectively as part of a team; Ability to take initiative and assume responsibility; Good computer skills, including knowledge of Microsoft Word, Excel, PowerPoint, and Outlook; Flexibility to work different schedules as required by business needs

Nice to have

Experience in logistics, transportation coordination, customer service, operations, or a related field is preferred