at Port To Port International Corp. in New Castle, Delaware, United States
WORKING TITLE: Customer Service Representative
DEPARTMENT: Customer Service
General Statement of Duties:
The Customer Service Representative is responsible for processing orders of company products and services. Process documents for ocean shipments and handle customers inquiries. The primary role is to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet customer expectations.
Essential Functions: Duties and responsibilities include essential functions of positions assigned to this classification. Depending on assignment, the employee may perform a combination of some or all of the following duties. Improve customer service experience, create engaged customers and facilitate growth. Take ownership of internal and external customer's issues and follow problems through to resolution. Follow release documentation for car retrieval at destination as needed. Keep accurate records and document actions and discussions. Maintain an orderly workflow according to priorities. In charge of reviewing agreements or proposed agreements for conformity to company rates, rules, and regulations. Prepare all documents for domestic and international shipments. Coordinate shipments requirements, tracks shipments, provides proof-of-delivery, and files shipping instructions. Ensure proper billing of freight and special charges. Issue credits per verified customer debits, internal management requests, or for billing error correction. Generate correspondence to secure additional customer information or resolve customer disputes. Informs Customer Service Supervisor of any issues, for example: claims for cargo, cargo allocation after vehicle is in our yard, retrieval of vehicles from PTP if no shipment is done etc. Data entry of vehicle inspections and locations. Maintain files of all documentation. Competencies Ability to apply skill sets and demonstrate proven experience developing, improving and streamlining processes to meet established goals and objectives. Ability to effectively manage projects that may vary in nature and scope.
Communications Proficiency
2.Technical Capacity
3.Leadership
4.Teamwork Orientation
5.Performance Management
6.Results Driven Work Environment/Physical Demands The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday.
The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds regularly and 30 pounds occasionally.
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Type and Expected Hours of Work This is a full-time position and typical work hours and days are Monday through Friday 8:00am to 5pm. Employee must be available and must work a minimum of 40 hours each week. Some weekends and holiday maybe required.
Travel - No travel is expected for this position.
Other Duties Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
This in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned, to ensure workload coverage. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
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