Customer Service & Cost Comparison Analysis

Customer Service & Cost Comparison Analysis

Position Type: Full Time

Location: Philippines (Remote)

Schedule: 9am - 5pm UK Time

About the Company

Our client is a trusted partner to fashion brands across the UK and US, supporting a wide range of well-known labels. With more than 19 years of experience managing complex sample movements, they combine premium customer service with a distinctive bulk-buying model that delivers 2030% savings on shipments through leading couriers like DHL, UPS, and FedEx. Committed to sustainability and operational excellence, the company has been carbon-neutral since 2019 and proudly holds B Corp certification, reflecting their dedication to responsible practices and exceptional value for their clients.

About the Role

As a Customer Service Specialist & Cost Comparison Analysis, you will be the primary point of contact for clients, providing responsive and professional support while resolving issues efficiently. You'll also contribute to internal operations by assisting with cost comparisons, invoicing, and tariff evaluations. Working closely with a small, agile team, you will collaborate across departments to ensure seamless service and maintain the company's reputation for reliability, accuracy, and exceptional client care.

Responsibilities

Customer Service (80%)

• Manage customer service emails, including:
• Responding to client inquiries about shipment status, delays, or customs issues.
• Liaising efficiently with carriers (DHL, UPS, FedEx) and customers to provide timely updates or requested information.
• Maintaining a 30-minute SLA for turnaround on customer requests (excluding premium clients, who are handled by a different team member).
• Communicate clearly and empathetically while resolving issues and maintaining high levels of client satisfaction.

Cost Comparison Analysis (20%)

• Analyze incoming carrier invoices and cross-reference with internal pricing tariffs.
• Export, review, and process data in Excel for cost assessments.
• Provide clear internal reports to the CEO/COO to support competitive pricing decisions.
• Ensure accuracy and discretion with all pricing and customer data.

Competencies and Qualifications

Must-Have

• Minimum 23 years in logistics, ideally with experience at DHL, UPS, or FedEx.
• Demonstrated customer service and administrative abilities.
• Strong written and verbal communication skills.
• Advanced proficiency in Excel; highly organized with proven attention to detail.
• Experience using Slack for internal communication

Nice-to-Have

• Previous experience in the logistics or freight forwarding industry.
• Proficient with Microsoft Excel or Google Sheets for cost comparison and data tracking.

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Lead (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs

Application Process

We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we'll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.

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