Job Description

You are responsible to process orders, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction. Must effectively communicate problem resolutions to management and work peers

Duties and Responsibilities:

• Process shipping requests
• Correspond with customer in person and/or through calls / emails / tickets
• Prioritize his/her ticket queue according to customers' requirements
• Generate and provide accurate & internationally-compliant documents to the requestor in a timely manner
• Ensure every shipment is compliant per regulations through consultation & general knowledge
• Respond to all inquiries timely as per Service Level Agreements
• Maintain knowledge of customer policies on all aspects of product movement
• Research customer inquiries and resolve issues in a timely manner
• Record all customer interactions and transactions to include all inquiries, comments, complaints, and resolution decisions
• Create documented process for customers when requested - SOP/SWI creation
• Articulate process improvement ideas to Supervisor/Manager
• Appropriately escalates complex issues to the next level of management
• Highlight potential issues (big or small) to direct Supervisor/Manager
• Attend meetings with the customer for process enhancements and/or failure post mortem
• All other tasks as required

Required Knowledge, Skills, and Abilities

• Previous experience in Logistics and/or customer service roles
• Proficient with Windows and/or macOS
• Effective communication skills
• Ability to define, develop & document business processes and procedures
• Excellent customer service skills
• Self-starter and the ability to work in fast-paced environment
• Strong knowledge of Microsoft Excel
• Knowledge of Google Applications is a plus