Customer Service Representative

About the role

Alaska Marine Trucking provides and manages local freight distribution services in Alaska, including loading, unloading, warehousing, pickup, and delivery. We work closely with Alaska Marine Lines in coastal communities throughout Southeast, Central, and Western Alaska. This full-time position in Juneau offers family-friendly benefits, a competitive pay package, and professional growth opportunities.

As a Customer Service Representative, you will possess a genuine desire to serve customers by processing and providing information through various channels. This is a safety-sensitive position requiring a constant state of alertness and safe work practices.

Responsibilities

Customer Service Representative I

• Answer customer information requests in person, by phone, and email regarding rates, routing, packing procedures, and interline transportation procedures.
• Perform tasks outside and during odd hours, including barge checking, intake and inspection of vehicles, equipment, and break-bulk cargo for shipment.
• Process Bills of Lading for receiving, review bills for complete information, assign codes and instructions, and enter data into the computer.
• Enter documents into the scanning (Imaging) system.
• Respond accurately and timely to customer questions, concerns, and service requirements via phone, email, or in person.
• Carry out all duties with a strong commitment to excellent customer service.

Customer Service Representative II (includes the above and following):

• Quote accurate rates and document cargo bookings for shipments.
• Rate Bills of Lading using the company’s computer program.
• Handle 90% of customer questions with highly knowledgeable expertise in up to two regions.
• Perform audits to ensure accuracy of customer billing.

Customer Service Representative III (includes the above and following):

• Competently perform all duties, including Receiving, Billing, Quotes, and Bookings.
• Handle 90% of customer questions with highly knowledgeable expertise in up to four regions.
• Address concerns and troubleshoot issues; willing to travel to other ports for training or coverage.
• Operate a pallet jack and forklift with minimal supervision.

Requirements

• High School Education or G.E.D. or equivalent, with a minimum of 2 years of related experience.
• Ability to read, analyze, and interpret documents such as tariffs, procedural manuals, and safety handbooks.
• Strong written and verbal communication skills; ability to present information and respond to questions from managers, customers, and the public.
• Must be able to obtain a TWIC (Transportation Workers Identification Card).
• Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Problem-solving skills to deal with concrete variables in situations with limited standardization.
• Ability to interpret instructions in written, oral, diagram, or schedule form.
• Flexibility to meet a variable work schedule and work overtime as required.
• Ability to plan, organize, and prioritize work to meet deadlines; regular attendance and timeliness are essential.
• Ability to work alone or as part of a team with minimal supervision.
• Adaptability to constant changes and ability to work in a high-stress, fast-paced environment.
• Proficiency in Windows, Excel, Outlook, and keyboarding; ability to learn in-house software.
• Must pass a pre-employment drug test and criminal background check.

Physical Demands

• Regularly required to talk, hear, and speak while communicating with employees and customers.
• Must handle physical activity ranging from sitting to standing, walking, and occasional lifting of 10 to 40 pounds.
• Ability to use eyes, hands, and fingers for keyboarding, operating phones, fax, and other office machinery.
• Occasionally required to kneel and stretch while inspecting vehicles.
• Must possess close, distance, color, peripheral, and depth perception.
• Required to wear Personal Protective Equipment (PPE) as outlined in the company’s safety manual, which may include hard hats, safety toe shoes/boots, gloves, safety glasses/goggles, hearing protection, respiratory protection, and arctic gear.

Work Environment

• Noise levels range from moderate in the office to very loud in barge operations.
• Dress requirements may be mandated for safety reasons.
• Occasional exposure to outside weather conditions and working around moving machinery.

Benefits

• Paid time off: 17 days per year (PTO) plus additional extended leave.
• Paid holidays: 8 paid holidays per year in addition to PTO.
• Health insurance: medical, dental, and vision with low employee contributions, including family coverage.
• 401(k) with company match and additional annual retirement contribution.
• Tuition reimbursement.
• Employee Assistance Program.
• Life Insurance and AD&D at no cost to the employee.
• Opportunities for internal promotions and career advancement.