Customer Service Rep – Export

Key Responsibilities

• Provide administrative support for inbound/ outbound phone calls, emails, web-based chats/instant messaging and multiple forms of voice and data centric communication related to customer service.
• Administer simple customer requests such as inquiries, orders, service requirements and complaints over calls, emails, web-based chats/instant messaging.
• Order Processing: Receive documents and initiate logging process, confirm data received is in compliance with all Customs requirements, process all documents in accordance with requirements, coordinate cargo availability and arrange pickup and delivery, and finalize billing and distribute documents as required.
• Shipment Status reporting: Review daily monitoring reports, ensure all measurements standards are met, and proactively report non-conformities.
• Maintenance: Ensure all tables complete and current, assist in accounting issues, perform requests for quotes (RFQ) as required, and ensure all communications are prompt and content is accurate.
• Align customer, sales team, and operations team order expectations.
• Investigate and resolve chargebacks and shipping discrepancies.
• Cook up customer credits and debits.
• Index regional assortments.
• Gather and catalog international special projects and exceptions.
• Communicate critical operational information to other offices.
• Expand current order material to incorporate additional users and functionality.
• Cook with other departments, as needed.
• Ensure regionally led offices and sales managers take action on critical order conditions.

Qualifications

• Minimum of 2 years of experience in export/ freight forwarding
• Bachelor’s degree or equivalent experience/qualification
• Preferred: experience using transportation management systems.
• Excellent communication and negotiation skills, with the ability to build and maintain strong relationships with customers
• Strong analytical and problem-solving skills, with a strategic mindset
• Proficiency in MS Office applications, particularly PowerPoint and Excel