USA - Customer Service Representative (Liner)

Customer Service Representative

The Customer Service Representative under the Customer Service Supervisor is responsible for ensuring smooth coordination of shipments and documentation, resolving issues promptly, and delivering exceptional service to maintain customer satisfaction.

Key Accountabilities:

• Manifests, Stowage Plans, Hatch List, Container Plans, and all necessary documents to be distributed by agent to Stevedore, Terminal, USCBP, USDA, Surveyors, etc. (Depending on Line / Commodity)
• Timely dispatch of Arrival Notices
• Prepare wharfage statements (depending on Line, etc.)
• Collect and reconcile wharfage payments on behalf of principal when applicable.
• Prepare In-house Lineups to work the ship i.e., agent receipt of Original Bills, Ocean Freight monies, wharfage monies (if required), post Gov. Holds / Hold Removals, post Customs Release, Cargo Release to Terminal
• Update Brokers on Vessel Arrivals, Sailings, Free-time, Status, receipt of OBLs, Customs clearances, Ocean Freight monies. Anything Pending, Brokers to follow up with the Importers
• Post 'Vessel Arrival' (ALLFAST time) in Customs AMS system, this is mandatory by USCBP -responsibility of AMS provider
• Follow any Government Holds - until Hold Removed (i.e., Customs Exams, MRPM, - USDA Inspections / Exams for various weed seed, pests, etc. possibly found on cargo or dunnage)
• Liaise with principals and work closely with cargo receivers on matters pertaining to customs clearance, collect ocean freight payments to assure all conditions met to release cargo to the Terminal.
• Follow up Any Bills without Entry in AMS / within '15 days' from vessel arrival in order to avoid G.O.
• Troubleshoot any discrepancies
• Comply with principal procedures, instructions, and policies
• Arrange / Follow any equipment digital downloads (depending on Line)
• Follow any Cargo Claims / Joint Survey Requests - ensure same passed to Line and/or handle the set up with cargo interests concerned (depending on Line requirements)
• Ensure current Trucker Interchange Agreements signed & on file, obtain Current Active Insurance Certs from Truckers, Keep Trucker log updated (depending on Line)
• Container - pull daily gate activity from Terminal systems and update equipment moves in lines system (task performed depending on Line / Commodity)
• Empty Container reports pulled; quantities report back to Line; planning for load back onto vessel
• Equipment Inventories maintained
• AMS Manifest (EDI or manual) Processing with USCBP
• BAPLIE (stow position) (EDI or manual) filing with USCBP
• Vessel Registration with AMS Sea Lloyds

Cargoes:

• Perishable, Steel, Lumber, Plywood, Vehicles, Project Cargo, Wood Pulp, various additional breakbulk and some containerized.

Knowledge, Skills, and Abilities

• Foundational knowledge of Port Operations and Port Agency services.
• Foundational knowledge of Documentation and Sales.
• Foundational knowledge of Container/Shipping Line.
• Thorough knowledge of ocean shipment documentation process a plus.
• Excellent Communication: Ability to communicate effectively with customers, suppliers, and internal teams both verbally and in writing.
• Problem-Solving: Capable of quickly and effectively resolving customer issues and complaints to ensure customer satisfaction.
• Attention to Detail: Ability to accurately process orders, invoices, and other documentation with a high level of accuracy.
• Multitasking: Capacity to manage multiple tasks simultaneously, such as answering phone calls, responding to emails, and processing orders.
• Time Management: Ability to prioritize tasks and manage time effectively to ensure efficient customer service.
• Teamwork: Willingness to collaborate with colleagues in other departments to resolve customer issues and improve overall customer experience.
• Adaptability: Capacity to adapt to changing situations and customer needs in a fast-paced environment.
• Conflict Resolution: Skill in managing conflicts and difficult situations with customers to achieve.
• Must possess proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook.

Education, Qualifications, Certifications, and Licenses

Education/Experience:

• Minimum 24 years of customer service experience, preferably in container, shipping, logistics, or freight industries.
• High School diploma or GED equivalent required.
• Associate degree in Maritime Transportation or related major in a public or accredited private academic institution preferred.

• Shipping/container liner experience or knowledge.
• Prior port agency (shipping services) experience with exposure to various commodities preferred but not required.
• Prior experience in marine agency field desired, but not required.

• Transitioning military personnel and veterans are encouraged to apply.
• Eligibility to work in the US.
• Experience working within complex international organizations.

Why Inchcape Shipping Services?

We believe in building a diverse and high performing workforce, that works together to provide our partners with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of the diversity of our people and know that their unique experiences, skills, and passions strengthens the organization, stimulates creativity, and promotes the exchange of ideas helping you to build a rich and rewarding career.

What you'll get:

We understand that different families have different needs, which is why we're always evolving our benefits to accommodate our employees.

Along with health and financial benefits, our employees enjoy a variety of other perks, tuition assistance, employee resource groups, and collaborative workspaces.

In addition to our traditional benefits and perks, we sponsor various events throughout the year. And we provide a culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, Inchcape has enabled our employees to find a balance that feels fulfilling and productive for each individual situation.

• Generous time off and paid holidays
• Employee Assistance Program (EAP)
• Performance and Recognition You are rewarded for achieving success by merit increases and reaching milestones.
• Career growth and opportunities for promotions. We develop and hire from within!
• Plus, much more!

Compensation Range: Base pay rate for this full-time position is $23.00 per hour. Within the base pay range, individual compensation is determined by job?related skills, experience, and relevant education or training.

This is a non-exempt, hourly position. Employees are scheduled to work assigned shifts within a 24/7 operation, including nights, weekends, and holidays. All hours worked must be accurately recorded, and overtime is paid in accordance with FLSA and company policy.

We have you covered for anything life could throw your way.

Deciding where you want to work is an important decision. Choosing a company that support your professional and personal goals is essential. Inchcape provides the resources, culture, and leadership you need to be successful, to build something you're proud of, and take advantage of all the future holds.

Inchcape is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Inchcape encourages applicants of all ages. As part of this commitment, Inchcape will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email View email address on click.appcast.io describing the accommodation.