What are the responsibilities and job description for the Customer Services Representative position at Logistics Company?
CUSTOMER SERVICE REP
JOB SUMMARY
This role is to assist in the daily operations as a primary contact for all customers for the local branch and / or region. Some customers could represent those that are within the top tier on a national scope and may expand the role to assist across multiple branches. Top tier customers are those defined as significant in profit levels, volumes, value-added services and will work with the most experienced Customer Service representatives.
Cooperation will also include internal customers, including sales and operations as it relates to the involvement or assistance needed with the top tiered external customers.
Duties will include communicating directly with customers to review their current needs or priorities and working together with internal operations and sales to achieve the proper flow of information and solution to any issues. This will include the monitoring of cargo routings, documentation needed, reaction and follow through of special requests or services required as part of the shipment flow. As well, the constant involvement will allow for continued review of the processes and procedures implemented as per the standard operating procedures in effort to identify areas of improvement that will better efficiencies for both the customer and our operations.
CORE RESPONSIBILITIES
Primary Contact for all Clients
Field requests from customers and utilize tools and resources to provide quick, courteous and detailed information to respond and act as needed. Examples include :
i. Shipment coordination from origin to final destination
ii. Shipment tracking from origin to final destination
Provide written reports to client as needed
Review internal reports
i. Advise Import Manager if any issues arise or untimely delays seen
Communicate with internal operations, agents, and sales to maintain transparency and share and / or collect information crucial to a customer request or need.
Help to identify and offer ideas to improve inefficiencies of shipment flow or customer standard operating procedures.
Temporarily receives all documents prior to file handler receipt to ensure customer will have timely visibility of documentation received and what is needed.
Temporarily opens files with minimum information and will coordinate with the Pre File Handlers to complete process.
Internal Support
Assist to provide transparency with all involved in efforts to be proactive, maintain the business, secure new opportunities, and identify any issues as they arise for review and implementation of a solution.
Assist with projects unusual to the standard operations work flow to avoid distractions to the daily tasks while using strengths and knowledge to efficiently handle or identify if management support is required.
Assist with requests from internal staff with regards to needs (documentation / information) required to process shipments and entries.
To be advised whenever there are issues with clearance process
PERIPHERAL SUPPORT
Assist Pre Entry file handlers, Entry Processors, Import Managers, NVOCC Managers and Sales
NOTES
Must make notations in the system.
