Customer Service Representative

Key Responsibilities

• Serve as a primary point of contact for customers via incoming and outgoing phone calls and written correspondence.
• Identify, assess, and respond to customer needs to achieve high levels of satisfaction.
• Provide accurate, valid, and complete information using appropriate systems and tools.
• Manage customer requests related to authorization of services, rescheduling, and cancellations.
• Maintain strong working relationships with Steamship Lines and other external partners.
• Communicate directly with internal Operations, Finance, and Administrative teams to support timely issue resolution and process improvement.
• Review and follow up on services performed to ensure customer requirements are met.
• Manage and understand U.S. Customs and Border Protection (CBP) holds and related processes.
• Support communications that have cross-functional or “transversal” impacts across departments.
• Maintain accurate records of customer interactions, service requests, and account activity.
• Perform data entry and research within terminal operating systems and CRM platforms.
• Oversee the preparation and distribution of written business communications in a timely and reliable manner.
• Provide administrative support to the Commercial Team as needed.
• Aid in the completion of special projects and assigned tasks to support departmental objectives.
• Meet individual and team customer service performance goals, including call-handling metrics.

Requirements

• A High School Diploma or equivalent required.
• An Associate or Bachelor’s degree in Business, Logistics, Supply Chain, or a related field preferred.
• A minimum of three (3) years of experience in a related customer service or administrative role.
• Experience in supply chain, logistics, maritime, or transportation environments preferred.
• Proficiency in Microsoft Word, Excel, Outlook, and Teams.
• Experience navigating multiple computer systems simultaneously.
• Familiarity with CRM systems preferred.
• Knowledge of terminal operating systems (e.g., NAVIS, TIDEWORKS, CATOS, OPUS, AUTOSTORE) a plus.

Skills

• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• A goal-oriented mindset with a strong commitment to customer service.
• The ability to communicate effectively with personnel, contractors, vendors, suppliers, and management.

Benefits

• Reasonable accommodations will be provided for qualified individuals with disabilities.
• Primarily office-based with regular trips to the terminal field environment.
• Possible exposure to noise, dust, fumes, chemicals, and varying weather conditions.
• May require travel for training, meetings, or assignments.
• Participation in rotating on-call schedules, overtime, weekend, and holiday work as needed.

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.