Customer Service Rep - Import - Edison, NJ

Customer Service Rep Import

As a Customer Service Rep Import at Hillebrand Gori, you will play a role in providing exceptional support to customers by handling inquiries, resolving issues, and ensuring a positive customer experience. You will work closely with internal teams (operations, sales, and procurement) and external partners (customers) across phone, email, and digital channels, representing the company with professionalism, empathy, and efficiency. You will also support the development and administration of Ocean Freight (OFR) Operations / Customer Service (Ops/CS) plans and processes to ensure the efficient flow of goods and information throughout the customer's global supply chain via ocean transportation, maximizing both service quality and profitability. If you are a dynamic and results-oriented professional with experience in managing national or global customers, we would love to hear from you! Join our team at Hillebrand Gori and contribute to our success in delivering world-class logistics solutions to our valued customers.

Key Responsibilities:

• Resolve product or service issues by clarifying the customer's concern, determining the root cause, selecting and explaining the best solution, and following up to ensure resolution.
• Process orders and requests accurately and efficiently.
• Provide product and service information and guide customers through available options.
• Follow communication procedures and guidelines to deliver consistent service quality.
• Upsell local services to optimize gross profit.
• Contribute to team goals by achieving individual performance metrics such as response and data entry time, customer satisfaction, and meeting gross profit targets.
• Support administration of OFR Ops/CS plans and processes to provide ocean freight forwarding for internal and external customers.
• Respond to queries, gather information for customer visits and participate in customer visits to maintain close business relationship with existing clients and enhance customer retention.
• Collate, record information, and handle day-to-day shipment documentation for freight forwarding.
• Identify and resolve recurring issues, and suggest modifications to OFR Ops/CS work methods focusing on increasing effectiveness and efficiency.
• May provide functional guidance, advice or training to less experienced positions.
• Manage transport orders in collaboration with export offices and agents.
• Prepare, control, and distribute all required Import documents.
• Identify performance issues of internal / external stakeholders and propose solutions to improve performance.