Job Details

Customer Interaction

• Effectively respond to customer inquiries via phone, email, and other communication channels effectively.
• Provide accurate information regarding shipping/delivery schedules, rates, and services.
• Handle customer complaints and resolve issues promptly and effectively.
• Handle special requests from clients (e.g. client specific reports).
• Quote services such as freight, insurance, trucking, transloading, etc.

Documentation and Compliance

• Prepare and process shipping documentation, including but not limited to:
• Booking transactions, delivery orders, etc.
• Ensure compliance with international shipping regulations and company policies.
• Maintain accurate records of customer interactions and transactions.

Coordination and Communication

• Coordinate with internal departments, such as Operations, Sales, and Accounting, to ensure smooth transaction processing.
• Communicate with carriers, agents, and other partners to track/process/deliver shipments and resolve issues.
• Provide customers with regular updates on shipment status and changes.

Problem Solving

• Identify and address potential issues that could have an impact on customer satisfaction, e.g. internal procedures that may not have taken all situations into account or issues with shipments that can/should be addressed before they become problematic.
• Troubleshoot problem shipment scenarios.
• Develop and implement solutions to improve service quality and efficiency.
• Escalate complex issues to the Customer Service Manager as needed

Reporting and Analysis

• Generate and analyze reports on customer service metrics and performance, both for internal and external uses.
• Provide insights and recommendations for improving customer service processes, both CW1 and non-CW1 related.
• Monitor customer feedback and trends to identify areas for improvement.