Job Overview
Ensure timely response to customer’s general requests of Export and Import lifecycle case management. Provide red carpet service to the Group’s customers, offering a personalized level of support according to the treatment level.
· Monitor and attend customer cases based on set priority or Service Level Agreement.
· Attend phone calls for general customer service (import/ export) inquiries.
· Perform basic compliance check prior release arranged by agency.
· Add charges for extra services, local charges including storages and informs estimated time of departure and distribute invoices.
· Communicate arriving or departing door moves to the team. Upon cargo release, notify and coordinate with customer for inland delivery.
· Handle Import and Export cargo release upon request.
· Pre-Arrival Notification to customers via email. Print “Customs BLs” and Manifests and send to Agents.
· Invoice accrued Demurrage charges to import customers.
· Receive and escalates demurrage discount request, free time, and shipments cancellation.
· Inform customer of relevant information in a timely manner regarding their shipments and maintain excellent communication with customer through import and export cycle.
· Handle customer exceptions requests, customer special demands, unexpected shipment disruptions, issues, complaints and provide appropriate solutions with alternatives within committed timelines.
· Manage lifecycle case management and dispatch cases to back-office team.
· Case ownership through the entire lifecycle of interactions with customers and must not be forwarded to other departments.
· Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues within service level agreement.
· Other functions related to the position.
Qualifications
· Bachelor student, undergraduate from Business Administration, International Business and Industrial Engineering.
· 3 years of experience in customer service or logistics preferable
· Basic Excel
· Intermediate or advanced English.
· Proactive, strong verbal and communication skills, Customer Service oriented.
Customer Service Officer, San Juan, Puerto Rico • San Juan, Puerto Rico
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