Warehousing Customer Service Specialist

Oman Investment Authority

Career objective:

The Warehouse Customer Service Specialist acts as a direct customer representative within the warehouse, ensuring prompt and accurate communication, proper documentation, and smooth warehousing and distribution services. They are responsible for managing the customer journey for warehousing and distribution services, including dutiable goods, from shipment receipt to final delivery and customer confirmation.

Strategic responsibilities:

Customer Relationship Management and Communication:

Act as the daily point of contact with warehouse and distribution customers.

Provide advance updates on inventory, shipping schedules, and delivery status (both cold and dry chain).

Handle receipt reports and any exceptions promptly and resolve issues with customers in a professional manner.

Preparing documents and reports:

Prepare and review all customer-facing documents, including delivery orders, invoices, customs release documents, and receipt confirmations.

Ensure that distribution documents for dutiable goods comply with applicable laws and regulations.

Prepare daily and weekly reports for customers on inventory levels, order processing, and delivery performance.

Maintain accurate records in the ED system Maintain accurate records in the Warehouse Management System and Transportation Management System.

Distribution format:

Coordinate with drivers and freight carriers to ensure adherence to pick-up and delivery times.

Monitor delivery status in the system and provide immediate updates to stakeholders.

Report any delays, route issues, or non-compliance to the supervisor.

Follow up and confirm receipt of all receipt documents within the specified time.

Duty-free goods and compliance:

Ensuring the preservation of duty-free goods from warehouse to final distribution.

Verify fee payment status and ensure all transfers are documented.

Support audit and inspection operations by providing distribution documents for duty-free goods.

Continuous improvement:

Contribute to improving warehouse and distribution operations and increasing their efficiency.

Assist in onboarding new customers and new distribution accounts into the system.

Academic and professional qualifications:

Diploma or Bachelor’s degree in Supply Chain Management or equivalent.

Minimum 4-5 years experience in warehouse operations in a supervisory position.

Good knowledge of warehouse procedures, land, sea and air transportation, and preparation of related documents.

Regional experience in the Middle East and Africa.

Functional skills:

Experience in using warehouse management systems is a plus.

Good knowledge of operating cranes and their accessories.

Accurate arithmetic skills.

Ability to understand financial reports related to warehouse operations.

Behavioral skills:

Strong verbal and written communication skills.

Ability to work within a team and identify talents.

Ability to deal tactfully and persuade others: An active and analytical personality capable of communicating confidently and effectively with various levels of stakeholders, applying the appropriate style to each situation.

Enthusiasm and Optimism: Visible energy and enthusiasm for communicating and motivating others.