Customer Account Specialist

Customer Support Analyst

In the maritime industry, where colossal ships dock, and millions of tons of cargo are moved with precision, it takes teams of dedicated individuals to keep global trade in motion. Working in this dynamic sector means that you play a part in ensuring the pulse of commerce never skips a beat, all while driving the future of supply chain logistics and marine terminal operations.

Dive into a career where your talents make an impact and help us steer the future of this vital sector. Every job function in our organization, whether it's on the docks or behind the scenes in administrative roles, finance, payroll, or IT, has a significant impact on the national economy and critical supply chain operations. Where the pulse of global trade meets the precision of maritime excellence, at Ports America, we don't just move cargo; we drive the nation's economic engine!

The Customer Support Analyst is the first point of contact for issue resolution. This role will be responsible for providing exceptional customer service while assisting customers. This role involves troubleshooting problems, guiding customers through solutions, and ensuring positive customer experience through effective communication and problem resolution. This role will help facilitate the movement of cargo into and out of the marine terminals serviced by Tricor.

Customer Support:

• The Customer Support Analyst must interact with internal and external customers and third parties to help ensure cargo continues to move throughout the terminal.
• Provide accurate information regarding products, services, policies, and procedures.
• Maintain a professional, friendly, and customer-focused approach at all times.
• The Customer Support Analyst will utilize phones and email/CRM system to broker important information and requests between all parties involved in each operation.
• This role will also be responsible for identifying areas of improvement and providing suggestions and participating in the improvement process.

Technical Support:

• This role will also provide training and support for the customers who use our proprietary management systems.
• The Customer Support Specialist will also provide a basic level of technical support/troubleshooting to our customers and third party groups.
• The Customer Support Specialist will also provide account setup to our customers and third party groups.
• Identify root causes of customer issues and implement effective solutions.
• Follow up with customers to ensure issues are fully resolved.
• Maintain a high level of first-contact resolution where possible.
• Report recurring issues or product feedback to improve service and product performance.

Working Conditions:

• Position does not require lifting
• Position requires long periods of sitting and handling a phone and computer
• Willing to interact with customers at all levels of an organization
• Minimal travel (<5%)
• Job functions are carried out in an office environment

Minimum Requirements:

• High school diploma or GED equivalent
• 1+ years of experience in customer service, technical support, or a related field.

Preferred Qualifications:

• Patience, attention to detail, problem solving, time management, stress management, clear communication, teamwork, critical thinking, situational awareness, efficient use of computers and web applications
• Position requires understanding and application of proper Customer Support principles
• This position is expected to be held by an individual who can self-monitor and interact with colleagues and customers in a courteous, professional manner
• Basic understanding of computer systems, software applications, and troubleshooting.
• Strong communication and interpersonal skills.
• Ability to explain technical information in a clear and simple way.

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.

Ports America is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex (including pregnancy); sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.