Customer Service Agent

OVERVIEW Purpose of Job Process Sea freight import operations. Verify documentation provided by overseas office and/or customer, confirm Standard Operating Procedure (SOP), coordinate delivery arrangement, process daily cargo tracing, update status to system, sending to customer the status, ensure shipments are complete to destination, and proper documents in each file and invoice. Summary of Benefits KINTETSU WORLD EXPRESS (U.S.A.), INC. SUMMARY OF BENEFITS Medical Plan including Prescription Eligible for medical coverage on the 1st month following one (1) month of employment. CIGNA is the current provider, offering 3 plans. Dental Plan Eligible for dental coverage on the 1st month following one (1) month of employment. CIGNA is the current provider, offering 2 plans. Vision Care Eligible for vision coverage on the 1st month following one (1) month of employment. VSP Vision Care is the current provider, offering 1 plan. Flexible Spending Account (FSA) Medical Flexible Spending Account Dependent Care Flexible Spending Account Limited Purpose Flexible Spending Account Health Savings Account (HSA) Health Savings Account when enrolled in Cigna High Deductible Health Plan (HDHP) Life Insurance Life insurance (1½ times annual salary up to a maximum benefit of $50,000); Supplemental life insurance (at the expense of the employee); Long term disability (LTD) coverage; Accidental death and dismemberment (AD&D) coverage Paid Time Off (PTO) PTO begins to accrue for eligible new hires on their first day of employment with the Company, subject to the accrual cap. Paid Holidays Newly hired employees are entitled to all mandatory and optional/shift holidays that remain for the calendar year. A newly hired employee who begins employment after January 1 of the calendar year is not entitled to more than ten (12) paid holidays for that calendar year. Retirement Plan 401(k) Plan (current employer match .50 cents for each employee dollar) subject to the current vesting schedule. Student Loan Assistance Eligible for student loan assistance after three (3) months of continuous employment, pending verification. Company monthly contribution of $437.50, not to exceed an annual contribution of $5,250.00. Any eligible employee participating in both Student Loan Assistance Program and Tuition Reimbursement Program is subject to a total maximum annual amount of $5,250.00 for both programs combined for the calendar year. Tuition Reimbursement Eligibility for Tuition Reimbursement is three (3) months of continuous employment. Reimbursement is limited to $5,250.00 per employee per calendar year. Any eligible employee participating in both Student Loan Assistance Program and Tuition Reimbursement Program is subject to a total maximum annual amount of $5,250.00 for both programs combined for the calendar year. Wellness Day Eligible for one (1) Wellness Day for an annual physical exam per year subject to submission of required documentation. Voluntary Benefits Hospital Indemnity Insurance Accident Insurance Critical Illness Insurance Commuter Benefits – Parking and Transit This summary is provided for informational purposes only. Plan details are subject to change. Once employed with Kintetsu World Express (U.S.A.), Inc. plan details and enrollment forms will be provided. RESPONSIBILITIES Essential Duties & Responsibilities Provide service and support to both customers and overseas offices regarding shipment arrangement, status, transit schedule, and/or any irregularity, Daily Updating customer for their shipment status and follow up until shipment is delivered. This includes taking care of customers daily tracking reports as well as updating POD in UFS. Also, compliant with the provided SOP per customer, Daily Completes files and passes work on to the billing team, Daily Managing a group inbox as well as personal inbox; Occasional phone calls, Daily Managing multiple accounts based on workload, Daily Tracking and tracing shipments, Daily Must communicate in a timely manner and follow up with customers within 24 hours, Daily Escalation if needed in instances such as damages, delays, missing items, any type of complaints of customers, Daily Participate in an in-house classroom training session to learn the factors involved in handling Project Cargo, as needed. Providing project support for large-scale cargo, this includes communication with the customer, creating loading plan, and delivery orders, as needed. Promptly communicate with management with any questions as needed. BASIC QUALIFICATIONS & REQUIREMENTS Basic Qualifications & Requirements List any required educational attainments : N/A List any required skills: Proficient in Microsoft Office 365 applications, including Outlook, Excel, Word, SharePoint, and Teams. Accurate keyboarding and data entry skills. Fluent in English, both written and spoken List any required special attributes:Ability to manage multiple shipments and customer requests simultaneously, Great communication skills. List any required experience: One-year Freight Forwarding industry experience. PREFERRED QUALIFICATIONS Preferred Qualifications List any preferred educational attainments : N/A List any preferred skills:Ability to communicate effectively using email, Teams, and other digital collaboration platforms.Typing speed of 50+ WPM (words per minute). List any preferred special attributes : Service-oriented mindset with a focus on customer satisfaction. Ability to maintain professionalism during service disruptions, delays, and escalations. List any preferred experience : N/A #J-18808-Ljbffr Kintetsu World Express (U.S.A.), Inc