Philippines

Shipping Assistant

About the client:

The client is a New Zealand family-owned business that has been operating for 12 years. The corporate headquarters for the company is situated in Hamilton, New Zealand. The client specializes in ferrous and nonferrous metal recycling and exports its processed products to Southeast Asia. They also support other businesses in the industry to export their recycled metal products to Southeast Asia. They also support countries in the South Pacific by importing their metal for processing and export and transhipping cardboard and plastics to various destinations.

Position Summary:

The Shipping Assistant will play a critical role in ensuring the smooth and efficient internal operation of the company's shipping activities. You will be responsible for ensuring the accurate and efficient management of shipping data via in-house software, shipping line websites, and associated platforms. This role requires relevant experience working in shipping, strong attention to detail, the ability to work in a fast-paced environment, and excellent problem-solving skills.

Job Details:

  • Work from Home
  • Monday to Friday
  • *Following the New Zealand Holidays

Responsibilities:

  • Enter new jobs in GMS system when new contracts are signed and update the job status.
  • Enter and process new shipment bookings in a timely and efficient manner.
  • Enter purchase order of freight cost and send LOI to shipping line (mainly MSC) for new bookings.
  • Ensure the integrity and accuracy of shipping data by daily checking and verifying information over multiple platforms.
  • Maintain accurate and up-to-date shipping data in GMS software.
  • Collaborate with internal teams to ensure shipping data is being effectively utilized.
  • Facilitate and execute any customer reporting requirements. Collaborate with internal teams to ensure customers’ requirements are met.
  • Collaborate with external inspectors and internal teams to arrange pre-shipment inspections.
  • Processing of all required shipping documents via in-house software (including entering invoices in GMS system) and Shipping Lines Websites (i.e. SLI).
  • Ensure timely filing of Customs Documentation.
  • Processing of Letter of Credit and contract documentation.
  • Processing of Bank Documents.
  • Processing of transshipment documents.
  • Facilitate and execute any system data requirements.
  • Assist with other operational tasks as required.
  • Weekly meetings with management.

Qualifications:

  • At least 3 years experience in a similar role with specialized skills in Export Documentation.
  • Proven experience working with Letter of Credits and Bank Documents.
  • Experience working in shipping and booking functions of shipping lines websites.
  • Proficient in Microsoft Office applications, particularly Word, Excel, Outlook, and Teams.
  • Ability to multitask and prioritize tasks effectively.
  • Be positive, and proactive and have a dynamic, solution-oriented approach.
  • Strong attention to detail and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Ability to use initiative and apply practical skills to tasks as planned and also very importantly if tasks do not go to plan.

by Carl Trinidad

Customer Service Team Lead

Position Summary:

The Customer Service Team Lead is responsible for managing a Team of Customer Service Representatives. You will be taking Supervisor calls, but if the call volume is higher than expected, you will be asked to take in some calls until the volume normalizes. Ultimately, you will be responsible for coaching and ensuring that the team is hitting the designated SLAs.

Job Details:

  • Work from Home
  • Monday to Friday | 8 PM to 5 AM Manila Time
  • *Following US Holidays

Responsibilities:

  • Develop standard procedures and policies for improving the service provided to customers.
  • Conduct meetings with managers to discuss process improvements and issues.
  • Maintain in-depth working knowledge of the company’s brands, systems, and processes.
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Manage Customer Service Team
  • Provide Coaching
  • Motivate team
  • Evaluate Calls
  • Provide supplemental training
  • Ensure the team is hitting the SLAs
  • Take Supervisory calls
  • Leading performance reviews for team members
  • Demonstrates cross-selling and up-selling skills, maximizing all sales opportunities.

Qualifications:

  • At least 3 years of experience as a Customer Service Team Lead
  • At least 5 years of experience in a BPO environment handling inbound calls
  • Ability to multitask between multiple tools and systems
  • Ability to demonstrate functional skills in communicating and explaining basic information to the customer.
  • Keen awareness of company policies and procedures while applying sound judgment within scope.
  • High focus on attendance and possibly variable schedule(s)
  • Excellent communication skills

by Carl Trinidad

Collections Team Leader

Job Summary:

The Collections Team Leader is a critical driver of success for the company's collections strategy in New Zealand. You'll lead a team of collectors, fostering a high-performing environment focused on outstanding collections and exceptional customer service. Your success hinges on empowering your team, navigating complex situations, and bridging the gap between the Philippines and New Zealand teams.

Job Details:

  • Eastwood Libis, QC – On-site
  • Monday to Friday | 6 AM to 3 PM Manila Time
  • *Following New Zealand’s Holidays

Key Responsibilities:

  • Team Leadership: Motivate and coach your team members, helping them achieve their full potential and consistently exceed collections targets. Foster a collaborative and supportive environment where open communication thrives. Identify and address performance gaps, providing clear guidance and opportunities for growth.
  • Collections Excellence and Escalation Management: Develop and implement strategies to optimize collections processes and maximize debt recovery. Act as the primary point of contact for complex customer issues and escalated situations, ensuring efficient resolution. Partner with the New Zealand team to address customer concerns and navigate market-specific challenges.
  • Cross-Team Collaboration and Communication: Serve as a bridge between the Philippines and New Zealand teams, fostering seamless collaboration and knowledge sharing. Ensure clear and timely communication across all teams, keeping everyone informed and aligned towards shared goals.
  • Reporting and Quality Assurance: Oversee team performance metrics and reporting, providing valuable insights to the Operations Manager. Implement robust quality assurance processes, setting high standards and ensuring adherence to best practices and compliance.

Qualifications:

  • Experience leading and motivating a team in BPO environments
  • Impeccable domain of the English language
  • Experience with NZ and or Australian customers is preferred but not essential
  • Experience managing collections
  • Excellent communication, coaching, and interpersonal skills
  • Demonstrated problem-solving and conflict resolution skills
  • Proven ability to train and mentor others
  • Ability to work based on principles and apply these principles to unique situations
  • Technologically savvy with advanced Excel knowledge
  • A humble approach, exhibited by their willingness to learn and grow

by Carl Trinidad