Wines and Spirits Customer Service

Job Description

DUTIES AND RESPONSIBILITIES:

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• Responsible for day to day assignment of customer purchase orders, communication with overseas offices and the client, required reporting, application of specifics to the forwarding, liaison with operations and sales/pricing, and providing full support to the department
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• Preparation of forwarding instructions, booking confirmations and coordination of ISF information, inclusive of forwarding ISF to the appropriate party for timely filing
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• Check SOP’s to ensure routing, rates, lanes and FOB fees are in place and any FOB rates are quoted to and approved by the customer
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• Update purchase orders when necessary, and apply follow up as needed inclusive of communication to origin, updating bookings and updating customers of the revisions  Receive and review import documentation from overseas agents/customers for accuracy and approval to proceed
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• Update shipment status in regard to order readiness, pick up dates, bookings, load dates and vessel departure through daily communication with the origin office
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• Respond to customers in a timely manner for shipment status via email or telephone ; when situation is beyond your scope of responsibility refer the customer to your manager
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• Marine insurance coverage and cost, when part of our WSSA insurance program
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• Adhere to all domestic and international shipping regulations
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• Any other duties as assigned by management
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QUALIFICATIONS:

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• 2-5 years’ experience
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• Proficient in Microsoft Office (Word, Excel, Power Point) Internet and media research
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• Demonstrate ability to calculate figures and amounts
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• Acute attention to detail
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• Strong organizational and problem solving skills
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• Commitment to excellence and high standards
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• Excellent written and verbal communication skills
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• Ability to understand and follow written and verbal instructions
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• Versatility, flexibility, and a willingness to work within constantly changing priorities
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COMPETENCIES:

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Problem Solving

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Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

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Customer Service

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Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

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Teamwork

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Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

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Ethics

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Treats people with respect; Keeps commitments; Inspires the trust of others; Works ethically and with integrity; Upholds organizational values.

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Attendance/Punctuality

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Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.