Customer Service Rep

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Job Title: Customer Service Rep

Department: Caribbean Division

Location:
Office Name: Seaboard Marine - Medley
Address: 8001 NW 79th Ave
City: Medley-FL
Postal Code: 33166
Country: US

Description:

POSITION SUMMARY:                

This position provides guidance to customers and general information pertaining to requirements for exports to the countries we service and support to traffic coordinators with booking and loading guides, rates variations by commodity, and Shipper Export Declarations (SED’s), etc. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

GEOGRAPHIC REGION:

Please note applications out of the geographic region for position applied will not be considered.

 

QUALIFICATIONS:

Required

  • One (1) year of experience in Customer Service, Traffic and Rates in the ocean transportation industry.
  • Have knowledge in Freight Forwarding to include: Bonds, SED’s, AES (Automated Export System) requirements and Customs’ compliance.
  • Basic Computer skills (in programs such as MS Word & Excel and Outlook).
  • High school diploma or equivalent.
  • Must be able to communicate at an intermediate level in English (verbal and written).
  • Possess excellent Customer Service skills with the ability to communicate effectively in a business environment.
  • Must be able to accurately process alpha/numeric information.
  • Possess organizational and time management skills with ability to prioritize and be detail oriented.
  • Ability to prepare a variety of reports.
  • Ability to respond to common inquiries relating to the areas of countries of service assigned
  • Ability to work independently with limited supervision, multitask and possess strong initiative.
  • Ability to establish and maintain effective working relationships with customers, vendors and fellow employees.
  • Ability to think logically, follow procedures, instructions and make sound decisions.
  • Ability to work a flexible schedule, extended hours, holidays, and/or weekends as needed.

 

DUTIES AND RESPONSIBILITIES:

Primary

  • Makes bookings.
  • Calls customers to make sure cargo is ready to be loaded on board vessel.
  • Ensures that all documentation is received timely as required by government agencies, including inbound cargo and hazardous declarations.
  • Prepares loading guide.
  • Assists with Letter of Agreement and any forwarding or bond questions.
  • Receives, researches and responds to customer inquiries and requests promptly and efficiently; offer customer alternatives to unresolved problems.
  • Has complete knowledge of company’s services and aspects of department.
  • Attends to high volume incoming phone calls.
  • Ability and knowledge to quote various types of rates (port-to-port, intermodal, over the road, railroad,      transshipment) and effectively work with pricing department in developing rates as per customer’s needs.
  • Keeps abreast of M/V changes or related issues as they pertain to areas of responsibility (countries in charge of), always maintaining close communication with customer base.
  • Keeps abreast of tariff changes, including any new regulations and changes in rate applicability.

Secondary

  • Tracks shipments in transit or documentation through proper channels, as needed.
  • Serves as liaison between customers and pricing department.
  • Serves as liaison between customers and out ports and regional offices.
  • Back-up to traffic coordinators, rate clerks as needed.
  • Performs related duties as assigned.

 

PHYSICAL REQUIREMENTS:

  • While performing the duties of this job, the employee is regularly required to use his fingers. 
  • The employee frequently is required to talk and/or hear. 
  • The employee is continuously required to sit.
  • The employee is occasionally required to stand and walk. 
  • The employee must occasionally lift and/or move up to 10 pounds. 
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral   vision, depth perception, and ability to adjust focus.

 

SAFETY REQUIREMENTS:

  • Report safety hazards.
  • Immediately report incidents involving injury, illness, or property damage.
  • Wear protective PPE (Personal Protective Equipment) as instructed or necessary.
  • Comply with all company safety policies, procedures, and rules.
  • Refuse any unsafe task or operation.
  • Participate in safety meetings and training.
  • Be constantly aware of their personal safety and that of their coworkers.

 

SUPERVISION RECEIVED AND EXERCISED:

Receives direct supervision from the Division Manager and indirect supervision from Division V.P.  Does not exercise supervision over any other position.  

 

CONDITIONS:

  • Indoors office.  Exposed to controlled temperature and office environment.
  • The noise level in the work environment is usually busy (many phones in open cubicles).

 

DISCLAIMER:

  • The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
  • The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change
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