Customer Service Rep - Import

Job Title: Customer Service Rep – Import Location: Edison, NJ Job Purpose 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 Qualifications Minimum of 2 years of experience in import / freight forwarding Bachelor’s degree or equivalent experience/qualification Excellent communication and negotiation skills, with the ability to build and maintain strong relationships with customers Strong analytical and problem-solving skills, with a strategic mindset Proficiency in MS Office applications, particularly PowerPoint and Excel Personal attributes Empathetic and patient Positive, professional attitude Team-oriented Adaptable and quick to learn Comfortable in a fast-paced environment You’ll be rewarded in many ways, such as: Belong to a diverse and dynamic culture that promotes inclusion, growth, and development Participate in comprehensive compensation (competitive salary and bonus incentive plan), benefits (including medical, dental, and vision), generous PTO plan (including sick days and Floating Holidays, and a 401k match Enjoy a hybrid work environment Pay range: $50,000-65,000 total compensation, based on experience. #J-18808-Ljbffr Hillebrand Gori - A company of DHL