ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle incoming customer calls for requests.

• Track and trace, shipment exceptions, and other inquiries in a professional manner, with the objective to provide quality customer service. This includes providing accurate, valid, and complete information.

• Resolve problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.

• Open and maintain customer accounts by recording account information.

• Follow communication procedures, guidelines, and policies

• Provide exception reporting daily

• Additional tasks as assigned by the Supervisor

SUPERVISORY RESPONSIBILITIES

This position does not supervise any direct reports.

QUALIFICATIONS

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. 

EDUCATION AND EXPERIENCE:

• High School Diploma

• 1 to 3 years of previous experience in freight forwarding industry preferred

• Completion of any industry related course is a plus

• Excellent verbal and written communication skills in English, Spanish and Portuguese

• Proven customer support experience

• Understand Courier service, product, systems and procedures

• Understand Invoicing process ( CW1 Knowledge is a plus)

• Excellent organizational skills and attention to detail

• Proficient with Microsoft Office

KNOWLEDGE, SKILLS & ATTRIBUTES

• Self-confident, creative, innovative

• Customer Service Skills

• Can make something complex easy to understand           

• Can move from strategic to detailed focus easily

• Willing to help; looks for solutions; coaches others in finding their own solutions

• Team oriented. Willing to coach and receive coaching. Willing to lead and to follow depending on the situation. Eager to go above and beyond when needed to be successful Customer-focused

• Organizational skills

• Product Knowledge

• Curious and continuously looking for ways to learn and grow

• Positive Attitude / Problem Solving

• Computer Literate

PHYSICAL DEMANDS

• Frequently required to stand, and walk

• Regularly required to sit for extended periods

• Regularly uses arms to reach, hands and fingers for computer and phone use

• Speaking clearly and listening for heavy phone contact

• Requires close-up and computer screen distance vision ability

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics are similar of those of an office setting with various office equipment.