Customer Service Rep – Import

Key Responsibilities

• Resolve product or service issues by clarifying the customer’s concern, determining the root cause, selecting and explaining the best solution, and following up to ensure resolution.
• Process orders and requests accurately and efficiently.
• Provide product and service information and guide customers through available options.
• Follow communication procedures and guidelines to deliver consistent service quality.
• Upsell local services to optimize gross profit.
• Contribute to team goals by achieving individual performance metrics such as response and data entry time, customer satisfaction, and meeting gross profit targets.
• Support administration of OFR Ops/CS plans and processes to provide ocean freight forwarding for internal and external customers.
• Respond to queries, gather information for customer visits and participate in customer visits to maintain close business relationship with existing clients and enhance customer retention.
• Collate, record information, and handle day-to-day shipment documentation for freight forwarding.
• Identify and resolve recurring issues, and suggest modifications to OFR Ops/CS work methods focusing on increasing effectiveness and efficiency.
• May provide functional guidance, advice or training to less experienced positions.
• Manage transport orders in collaboration with export offices and agents.
• Prepare, control, and distribute all required Import documents.
• Identify performance issues of internal / external stakeholders and propose solutions to improve performance.

Qualifications

• A minimum of 2 years of experience in import / freight forwarding.
• A Bachelor’s degree or equivalent experience/qualification.
• 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.

Personal attributes

• Empathetic and patient.
• Positive, professional attitude.
• Team-oriented.
• Adaptable and quick to learn.
• Comfortable in a fast-paced environment.