Customer Service Representative

JOB DESCRIPTION

Customer Service Representative

Department: Customer Service Job Status: Full-Time


FLSA Status: Non-Exempt Reports to: Director/Manager of Customer Service

Work Schedule: M-F 8:00 - 5:00 pm Positions Supervised: N/A

POSITION SUMMARY:

The Customer Service Representative reports to the Director/Manager of Customer Service or her designee. Incumbent will maintain proper communication between Customers, and Sales manager. This role oversees the proper follow-up with purchasing, warehouse, export warehouse consolidators, forwarders, steamship lines and transportation carriers; coordinates order processing and accurately entering and managing customer orders within the company's logistics software system to support efficient order fulfillment and on-time delivery.


ESSENTIAL FUNCTIONS:

• General office duties, billing, Customer's EDI (electronic Data Interfaces), filing, answering telephone calls, preparing shipping documents including but not limited to Bill of Lading, Airway Bill, Shipping Export Declaration, Customs 7512 Form. Hazmat if necessary, invoicing and record keeping per company and US Customs requirements.
• Process customer's orders accurately and on a timely matter. Including but not limited to input in JD Edwards, shipping instructions, descriptions, case/pack, pricing, and gross profit.
• Maintain account files, ensuring they are costed and billed in accordance with company procedures provided by management.
• Contact client consolidators for bookings and/or over road transportation information.
• Handle shipments on all modes of transportation Air, Ocean, transport carrier to various regions.
• Asses order volume to request and confirm equipment needed/container request, Air shipment or transport carrier.
• As needed prepare cargo to ship abroad, planning shipment route. Monitoring shipment throughout transit to receipt at destination.
• Communicate with clients about documentation needed and work to provide it for destination clearance.ie. Country of origin on products, case/pack, weight.
• Must also communicate information about rates, shipping options, and timelines to clients and keep them appraised for the progress of their shipments. (Requires communicating with carries and destinations regarding status of shipment.)
• The position requires participation in scheduled inventories, as needed.
• Overtime will be required.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of Import/Export paperwork and Customs Documentation.
• Freight forwarding handling Ocean, Air, Road shipments.
• High level of Customer Service and organization skills.
• Excellent communication and interpersonal skills.
• Must be able to work independently.
• Ability to establish and maintain effective working relationships with others.
• Must have a positive attitude with excellent problem-solving skills.
• Ability to multi-task and problem-solve under stressful/high pace environment.
• Ability to work overtime and flexible schedule.

EDUCATION AND WORK EXPERIENCE:

High School Diploma or GED and 2 years of Freight Forwarding experience OR in related field OR a combination of experience and education. Bilingual fluent English/Spanish; Read & Write proficiency required.

COMPUTER SKILLS:

• Proficient Computer skills, specifically MS Word/Excel/Power Point/Outlook, Web programs.
• Experience with GTK Software, JD Edwards, or similar customer service/order management systems preferred.
• Calculator, fax machine, telephone, copier.

PHYSICAL DEMANDS:

Physical Abilities Lift /Carry

Stand F (Frequently) 10 lbs. or less F (Frequently)

Walk F (Frequently) 11-20 lbs. O (Occasionally)

Sit F (Frequently) 21-50 lbs. N (Not Applicable)

Handling / Fingering F (Frequently) 51-100 lbs. N (Not Applicable)

Reach Outward F (Frequently) Over 100 lbs. N (Not Applicable)

Reach Above Shoulder F (Frequently)

Climb O (Occasionally)

Crawl N (Not Applicable)

Squat or Kneel O (Occasionally)

Bend O (Occasionally)

N (Not Applicable) Activity is not applicable to this occupation.


O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)


F (Frequently) Occupation requires this activity from 33%-66% of the time (2.5 - 5.5+ hrs/day)


C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs./day)

Other Physical Requirements:

• Vision: (Near, Distance, Peripheral, Depth Perception) The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading.
• Sense of Sound (Sounds)
• Sense of Touch

WORK ENVIRONMENT:

Office Environment - Working conditions are good. Working environment is primarily in a climate-controlled office. The noise level in the work environment is usually moderate.

ESSENTIAL PERSONNEL:

This function/position has been designated as "essential." This means that when the Company is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at the Company.