Customer Service Representative

This role is pivotal for efficient communication with customers, vendors, and our internal network.

Responsibilities:

• Accurately process customer documentation including air waybills, commercial documents, and customs/regulatory documents.
• Ensure timely and accurate freight dispatch to prevent disruptions in customer's supply chain.
• Establish and maintain effective communication with customers, vendors, and internal network through various channels including email, phone, and instant messaging.
• Monitor and review reports to evaluate individual performance, identify opportunities for development, and understand the overall impact on the department.
• Execute invoicing accurately based on customer SOP's, rate shells, and tariffs.
• Foster strong relationships with vendors, such as airlines and trucking companies.
• Adhere to compliance standards at all times, including internal policies and procedures, external government regulations, and customer requirements.
• Meet key performance indicators to support department, branch, product, and company goals.
• Continually seek opportunities for improved efficiencies and understand the overall department process flow.
• Escalate problems or decisions to management based on established guidelines and procedures when necessary.
• Handle customer inquiries, process applications, and maintain accurate records.
• Proficiency in answering inbound calls and managing both inbound and outbound calls effectively
• Prior experience in a call center customer service role is required
• Exceptional customer service skills, with the ability to handle queries and solve problems efficiently
• Accurate and fast data entry skills are essential
• Ability to handle email correspondence professionally and promptly
• Proficiency in Microsoft Excel and Microsoft Word is required
• Experience in order entry, with a focus on accuracy and timeliness
• Ability to schedule appointments effectively, ensuring a smooth workflow
• Skills in numeric data entry are required, with a focus on speed and accuracy
• Experience in a high-volume data entry environment is a plus
• Proficiency in computer data entry, with attention to detail and accuracy
• Knowledge or experience in customs brokerage would be advantageous
• Familiarity with customs procedures and regulations is desirable