CSR Logistics - Night Shift

Job Information:
• Industry: Logistics & Supply Chain
• Location: Ho Chi Minh City, Vietnam
• Working Hours: Night Shift, aligned with US business hours
• Expected Schedule: 8:00 PM - 5:00 AM ICT, with flexibility depending on US time zones (EST/PST)
• Salary: VND 22,000,000 - 28,000,000/month, depending on experience and qualifications
• Final compensation: To be discussed during the interview based on your experience and capabilities.
Job Summary:
• We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to support a US-based logistics client during night shift hours.
• The CSR will serve as the primary point of contact for shipment tracking, order status updates, and issue resolution, ensuring smooth communication between customers, carriers, warehouses, and internal teams across time zones.
Key Responsibilities:
• Respond to customer inquiries via phone, email, and chat regarding shipment status, delivery schedules, and order issues.
• Coordinate with US-based teams, carriers, and warehouse operations to resolve delays, discrepancies, or exceptions in real time.
• Process and track shipments using logistics/TMS (Transportation Management System) or WMS (Warehouse Management System) software.
• Document customer interactions, complaints, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Proactively communicate potential delays or disruptions to customers before they escalate.
• Maintain service level agreements (SLAs) for response time and resolution quality.
• Collaborate with cross-functional teams (dispatch, warehouse, billing) to ensure end-to-end customer satisfaction.
• Prepare shift-handover reports summarizing pending cases for the next team.