JOB SUMMARY

Responsible for resolving customer service problems regarding all areas of business operations. Ensures that Tropical Shipping provides the highest level of service and customer care by providing accurate rate quotes and cargo bookings.

Handles tracing function for lost cargo. Logs customer complaints and initiates follow-up actions to resolve problems in a timely manner.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Communicates with customers in person or by telephone to answer customer questions regarding available services, shipment problems, and cargo bookings.

Logs daily calls from customers. Collects and processes monies from walk-in customers prior to shipping freight.

Provides pricing information and rate quotes to customers. Receives and processes orders to schedule and book freight for sailing.

Explains new and additional services to solicit additional freight bookings. Documents sales leads and forwards to Sales Department.

Investigates customer problems and coordinates with other Tropical departments to resolve issues in a timely manner. Advises supervisor of recurring problems and makes suggestions to eliminate future recurrences.

Records customer complaints and provides service failure reports to management.

• Responds to inquires from outports in a timely manner to coordinate customer service needs. Communicates with other Tropical departments as necessary to ensure expeditious handling of customer requests.
• Enters information into database system on a daily basis regarding potential customers, sales leads, additional services, bookings, freight correction notices, and customer complaints.

Initiates and follows through on processes to recover lost or stolen freight. Prepares written communications to customers as required.

• Remains current on any changes of Tropical and or competitors.
• Resolves billing discrepancies and creates freight corrections notice (FCN) to bills of lading.
• Works to ensure that established telephone response time is continually met.
• Performs all other assigned duties.

EDUCATION : High School Diploma or equivalent

EXPERIENCE : Three years prior work experience in Sales, Customer Service or Traffic.

LICENSE : Valid Local Driver's License

TRAVEL : N / A