What are the responsibilities and job description for the Customs Customer Service Representative position at PCC Logistics?
SUMMARY / OBJECTIVE:
Represent PCC Logistics in a professional manner to our customers, vendors, Broker Community (BC), Customs and Border Protection (CBP) staff and public. Other responsibilities include answering/routing telephone calls, greeting visitors, scheduling and other clerical duties as directed by Customer Service Supervisor or Facility Manager.
DUTIES AND RESPONSIBILITIES:
Represent PCC Logistics in a professional manner to our customers, vendors, Broker Community (BC), Customs and Border Protection (CBP) staff and public. Other responsibilities include answering/routing telephone calls, greeting visitors, scheduling and other clerical duties as directed by Customer Service Supervisor or Facility Manager.
DUTIES AND RESPONSIBILITIES:
- Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner
- Processes and inputs all customer orders
- Coordinates special and last-minute shipping requests with the Traffic and Operations Departments, expediting any order as necessary
- Provides follow up with other departments to ensure service standards are being met
- Assures proper invoicing of accounts by verifying computer generated invoices
- Prepares shipping and tracing information to customers as required
- Communicates customer feedback to management including any signs of dissatisfaction
- Communicates with brokers on availability and flow of their container while under Exam.
- Works with CBP to expedite and assure all paperwork and necessary releases are obtained before invoicing and releasing containers
- Acts as a liaison between the warehouse, customer and CBP regarding invoicing and credit changes
- Oversees all paperwork associated with orders and maintain the corresponding files
- Maintains current and accurate procedure manual, which details the processing requirements for each Customs container
- Inputting new containers into the system and creating files when container reports are received from Customs. Emailing the brokers (if known) and steamship lines with courtesy alerts
- Checking container availability at the terminals
- Updating trucker SCAC codes with the terminals and dispatching containers upon availability
- Ensuring proper documents are received prior to pick up and after Customs release
- Interacting in a good working relationship with Customs Officers
- Assisting outside truckers with pickups or drop offs
- Updating the system and Customs pending lists when paperwork is received from the warehouse
- Creating EIRs (Equipment Interchange Release) for all containers picked up by PCC
- Handling cargo manipulations, seizures, re-exports and destructions as required by CBP
- Obtain proper paperwork and authorization to complete the above designations.
- Collecting and verifying payment and all necessary documents prior to releasing containers
- Perform all other duties and projects that may be assigned
- Complete close out files to be in compliant with CBP contract
- HS diploma or equivalent required
- Strong computer knowledge including MS Office application
- Familiarity with 10-key
- Excellent oral and written communication skills
- Excellent customer service skills
- Ability and availability to work irregular or extended hours including night, weekends and potentially holidays as needed