Customer Service Representative

JOB DESCRIPTION

Customer Service Representative 

Department:    Customer Service                                Job Status:       Full Time

FLSA Status:  Non-Exempt                                       Reports to:      Customer Service Director

Work Schedule: M-F 8:00AM-5:00PM

POSITION SUMMARY: 

The customer Service Representative will report to Customer Service Director or her designee. Incumbent will maintain the proper communication between Customers, Sales manager and oversee the proper follow up with purchasing, warehouse, export warehouse consolidators, forwarders, steamship lines and transportation carriers. 

ESSENTIAL FUNCTIONS:

• General office duties, billing, EDI, filing, answering telephone calls, preparing shipping documents including but not limited to Bill of Lading, Airway Bill, Shipping Export Declaration, Customs 7512 Form. Hazmat if necessary, invoicing and record keeping per company and US Customs requirements.
• Process customer’s orders accurately and on a timely matter. Including but not limited to input in JD Edwards, shipping instructions, descriptions, case/pack, pricing, and gross profit.
• Maintain account files, ensuring they are costed and billed in accordance with company procedures provided by management. 
• Contact client’s consolidators for bookings and/or over road transportation information.
• Handle shipments on all modes of transportation Air, Ocean, transport carrier to various regions.
• Asses order volume to request and confirm equipment needed/container request, Air shipment or transport carrier.
• As needed prepare cargo to ship abroad, planning shipment route. Monitoring shipment throughout transit to receipt at destination.
• Communicate with clients about documentation needed and work to provide it for destination clearance.ie. Country of origin on products, case/pack, weight.
• Must also communicate information about rates, shipping options, and timeline to clients and keep them appraised of progress of their shipments. (Requires communicating with carries and destinations regarding status of shipment.)

• The position requires participation in scheduled inventories, as needed.
• Overtime will be required.

EDUCATION AND WORK EXPERIENCE:

High School Diploma or GED and 2 years Freight Forwarding experience OR in related field OR a combination of experience and education. Bilingual (English/Spanish) required.

SKILLS AND ABILITIES: 

• Knowledge of Import/Export paperwork and Customs Documentation.
• Freight forwarding handling Ocean, Air, Road shipments.
• High level of Customer Service and organization skills.
• Excellent communication and interpersonal skills.
• Must be able to work independently. 
• Ability to establish and maintain effective working relationships with others.
• Must have positive attitude with excellent problem-solving skills.
• Ability to multi-task and problem solve under stressful/high pace environment.

COMPUTER SKILLS:

• Computer, calculator, fax machine, telephone, copier, scanner.

PHYSICAL ABILITIES FOR JOBDESCRIPTION

Essential Personnel:

This function/position has been designated as “essential.” This means that when the Company is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at the Company.

Supervisor: ___________________________________      Date:  ______________________

                                    Director of Customer Service

Approval Signature: ______________________________ Date: _______________________

                                    Director of Human Resources

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

I acknowledge receipt of the job description.  It has been reviewed with me by my supervisor I understand should I have any questions regarding my duties I will consult with my supervisor and/or the Human Resources Department.

                                                                                         ___                          ________________

Employee Name                                 Employee Signature                            Date