Executive Assistant (Customer Care Focus) [Philippines]

CAS

Job Overview

Location

Philippines

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact between a U.S.-based trucking and logistics company and its shippers and clients, handling all customer communication with professionalism and clarity.
• Receive, process, and manage freight quote and booking requests through the company’s Transportation Management System (TMS).
• Provide real-time shipment tracking updates and accurate estimated times of arrival (ETAs) to customers, ensuring transparency and trust.
• Proactively communicate with customers about delays, missed pickups, or service issues before they escalate, maintaining a calm and reassuring tone.
• Escalate critical issues to operations or leadership teams when resolution requires higher-level intervention.
• Coordinate directly with drivers and internal operations teams to align on pickup and delivery schedules, route changes, and load status updates.
• Enter and maintain accurate load data, documentation, and shipment records within the TMS, ensuring all entries are complete and timely.
• Support the brokerage division with last-minute, time-sensitive shipments, adapting quickly to urgent operational demands.
• Utilize email, phone, and chat platforms to manage high volumes of customer inquiries while maintaining clear, concise, and actionable communication.
• Keep detailed, organized records of all customer interactions, shipment statuses, and operational notes for audit and reference purposes.
• Communicate confidently about freight types including Dry Van, Reefer, Flatbed, and LTL, demonstrating familiarity with standard logistics workflows: pickup → transit → delivery → proof of delivery (POD).
• Maintain a safety-first and reliability-first mindset in all interactions, treating operational integrity as non-negotiable.
• Adhere to company security protocols including multi-factor authentication (MFA), least-privilege access, and secure file sharing practices.
• Participate in daily standups and check-ins via Slack, Zoom, or Teams, contributing to team alignment and task visibility.
• Work exclusively during U.S. business hours, which correspond to night shifts based in the Philippines.
• Operate with full exclusivity — no other part-time or freelance engagements permitted once hired.
• Complete all onboarding steps including technical assessment, profile preparation, and client interview before commencement.

🎯 Requirements

• High school diploma or equivalent
• 1–3 years of experience in customer service, logistics, dispatch, or supply chain
• Familiarity with a Transportation Management System (TMS) or similar logistics platform
• Excellent verbal and written English with client-facing presence
• Strong attention to detail across multiple shipments, drivers, and customers
• Ability to multitask and remain organized under high-pressure conditions

🏖️ Benefits

• Career-level USD compensation based on experience and scope
• Permanent remote work with full company equipment provided (laptop, monitor, accessories)
• 15 days PTO annually plus local holidays off
• Guaranteed annual increases
• Referral rewards up to $1,000
• Monthly flexible stipend (CAS Flex Perks)

Skills & Technologies

Remote

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About CAS

CAS provides scientific information solutions to researchers, businesses, and governments worldwide. The organization curates and analyzes chemistry and related scientific data to accelerate innovation across pharmaceuticals, biotechnology, materials science, and other research-intensive industries. Its databases, analytics tools, and consulting services connect scientists, patent professionals, and commercial teams with curated chemical substance information, reactions, patents, and literature. CAS is a division of the American Chemical Society and has operated for more than a century, combining human expertise with advanced AI and machine learning to deliver authoritative scientific insights.

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