Customer Service Representative (Liner)

We celebrate our wins as one team of many great people! With a vision for a connected world, Inchcape relies upon the expertise, diversity, and global network of our over 3,000 professionals, spread across 60 plus countries and in over 250+ offices to help our partners connect to a smoother, smarter ocean. We empower our people, and our values are at the center of everything we do:

• Global Perspective – we connect the world and see the bigger picture.
• The Power of People – we rely on the strength of local agent knowledge and relationships.
• Progress – we adopt new thinking and push for positive change in our industry. We know what matters. We never stand still. We always reach for more.

About the Role

The Customer Service Representative under the Customer Service Supervisor is responsible for ensuring smooth coordination of shipments and documentation, resolving issues promptly, and delivering exceptional service to maintain customer satisfaction.

Responsibilities

Imports

• Manifests, Stowage Plans, Hatch List, Container Plans, and all necessary documents to be distributed by agent to Stevedore, Terminal, USCBP, USDA, Surveyors, Fumigators, etc. (Depending on Line / Commodity).
• Timely dispatch of Arrival Notices.
• Prepare wharfage statements (depending on Line, etc.).
• Collect and reconcile wharfage payments on behalf of principal when applicable.
• Prepare In-house Lineups to work the ship i.e., agent receipt of Original Bills, Ocean Freight monies, wharfage monies (if required), post Gov. Holds / Hold Removals, post Customs Release, Cargo Release to Terminal.
• Update Brokers on Vessel Arrivals, Sailings, Free-time, Status, receipt of OBLs, Customs clearances, Ocean Freight monies. Anything Pending, Brokers to follow up with the Importers.
• Post 'Vessel Arrival' (ALLFAST time) in Customs AMS system, this is mandatory by USCBP - responsibility of AMS provider.
• Follow any Government Holds - until Hold Removed (i.e., Customs Exams, MRPM, - USDA Inspections / Exams for various weed seed, pests, etc. possibly found on cargo or dunnage).
• Liaise with principals and work closely with cargo receivers on matters pertaining to customs clearance, collect ocean freight payments to assure all conditions met to release cargo to the Terminal.
• Follow up Any Bills without Entry in AMS / within '15 days' from vessel arrival in order to avoid G.O.
• Troubleshoot any discrepancies.
• Comply with principal procedures, instructions, and policies.
• Arrange / Follow any equipment digital downloads (depending on Line).
• Follow any Cargo Claims / Joint Survey Requests - ensure same passed to Line and/or handle the set up with cargo interests concerned (depending on Line requirements).
• Ensure current Trucker Interchange Agreements signed & on file, obtain Current Active Insurance Certs from Truckers, Keep Trucker log updated (depending on Line).
• Container - pull daily gate activity from Terminal systems and update equipment moves in lines system (task performed depending on Line / Commodity).
• Empty Container reports pulled; quantities report back to Line; planning for load back onto vessel.
• Equipment Inventories maintained.
• AMS Manifest (EDI or manual) Processing with USCBP.
• BAPLIE (stow position) (EDI or manual) filing with USCBP.
• Vessel Registration with AMS Sea Lloyds.

Exports

• Prepare outbound manifest for any 'empties' loaded.
• File complete SED's with USCBP 4 days after vessel clearance.
• Update Carriers system with Load Empty move.

Cargoes

• Perishable, Steel, Lumber, Plywood, Vehicles, Project Cargo, Wood Pulp, various additional breakbulk and some containerized.

Requirements

• Foundational knowledge of Port Operations and Port Agency services.
• Foundational knowledge of Documentation and Sales.
• Foundational knowledge of Container/Shipping Line.
• Thorough knowledge of ocean shipment documentation process a plus.
• Excellent Communication: Ability to communicate effectively with customers, suppliers, and internal teams both verbally and in writing.
• Problem-Solving: Capable of quickly and effectively resolving customer issues and complaints to ensure customer satisfaction.
• Attention to Detail: Ability to accurately process orders, invoices, and other documentation with a high level of accuracy.
• Multitasking: Capacity to manage multiple tasks simultaneously, such as answering phone calls, responding to emails, and processing orders.
• Time Management: Ability to prioritize tasks and manage time effectively to ensure efficient customer service.
• Teamwork: Willingness to collaborate with colleagues in other departments to resolve customer issues and improve overall customer experience.
• Adaptability: Capacity to adapt to changing situations and customer needs in a fast-paced environment.
• Conflict Resolution: Skill in managing conflicts and difficult situations with customers to achieve positive outcomes.
• Must possess proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook.

Qualifications

• Minimum 2–4 years of customer service experience, preferably in container, shipping, logistics, or freight industries.
• High School diploma or GED equivalent required.
• Associate degree in Maritime Transportation or related major in a public or accredited private academic institution preferred.
• Shipping/container liner experience or knowledge.
• Prior port agency (shipping services) experience with exposure to various commodities preferred but not required.
• Prior experience in marine agency field desired, but not required.
• Transitioning military personnel and veterans are encouraged to apply.
• Eligibility to work in the US.
• Experience working within complex international organizations.

Benefits

We understand that different families have different needs, which is why we’re always evolving our benefits to accommodate our employees. Along with health and financial benefits, our employees enjoy a variety of other perks, tuition assistance, employee resource groups, and collaborative workspaces. In addition to our traditional benefits and perks, we sponsor various events throughout the year. We provide a culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

• Generous time off and paid holidays.
• Employee Assistance Program (EAP).
• Performance and Recognition – You are rewarded for achieving success by merit increases and reaching milestones.
• Career growth and opportunities for promotions. We develop and hire from within!
• Flexibility for a better work-life balance with consistent communication and digital collaboration tools.
• Plus, much more!

Pay

Base pay rate for this full-time position is $23.00 per hour. Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training. This is a non-exempt, hourly position.

Schedule

Employees are scheduled to work assigned shifts within a 24/7 operation, including nights, weekends, and holidays. All hours worked must be accurately recorded, and overtime is paid in accordance with FLSA and company policy.