Support Assistant Team Leader - Domestic Transport to support the reverse logistics process by monitoring and coordinating the collection of return consignments from customers. You will play a key role in ensuring the customer returns experience is fast and effective, and work to minimise issues and pain points in this process to maintain customer satisfaction during the after-sales and reverse logistics stage of the customer journey.
Responsibilities
The main responsibilities of your role include managing a portfolio of carrier/s consignments to:
Support the Reverse Logistics team by maintaining open and effective communication and records on incoming return freight so that returns can be processed effectively
Liaise with customers to prepare return freight for despatch and arrange collections
Coordinate and monitor the successful and timely collection of return consignments from customers
Monitor the delivery of return consignments to completion
Engage external transport providers and supplier via phone, email and chat applications to solve immediate operational issues including freight collection arrangement from customers and return despatch points
Document issues related to orders and returns in Central and request outreach to customers where needed
Lodge carrier enquiries on return consignments
Collate data and information on return consignments to support Logistics Manager (Domestic Transport) on carrier performance management
Manage a complex workload and hit key performance targets daily
Meet or exceed current internal standards while identifying areas for proactive improvement
Consistently project a high level of professionalism
Engage external transport providers and internal stakeholders via phone, email and chat applications to solve immediate operational issues
Manage a complex workload and hit key performance targets daily
Meet or exceed current internal standards while identifying areas for proactive improvement
Consistently project a high level of professionalism
Recognize, document and alert Logistics (Domestic Transport) team of ongoing issuesor trends that require escalation
Qualifications
At least 3 years of experience in Logistics
Must have at least intermediate to advance level excel skills
Ability to problem solve and analyse data
Excellent communication skills, both written and verbal
Ability to work towards and hit daily performance targets
Aptitude for analysing data and identifying on-going trends
Desire to learn, both through training and independently
Passion for helping to solve problems
Talent for building strong, professional relationships
Prior experience in a fast-paced environment
Strong knowledge of Excel and ability to learn new systems quickly is a must
Familiarity with transport management systems or purchase order systems is a plus
Successful track record working in a high-volume environment
Strong desire to be part of a team, while achieving personal and company goals
Reliable, consistent and self-reliant work habits are necessary
Regular and reliable attendance is essential
Ability to handle challenging interactions via telephone and email in a professional manner
Demonstrated experience taking a structured approach to problem-solving, identifying hypotheses, assumptions, risks, and recommendationsWith pleasing personality, positive working attitude, and customer service oriented
Highly organized with keen attention to details
Must be willing to work in 1 Nito Tower, Cebu City morning/mid-shift schedule
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
