Job Title: Customer Service Representative
FLSA Status: Hourly –Non-Exempt/Full time
Location: Bell, California
Department: E-Commerce
Supervisor: E-Commerce Manager
Salary Range: Depends on experience and qualifications
We are seeking a dynamic and innovative Customer Service Representative. This key position will be based in our Corporate (HQ) office located in Bell, CA reporting to the E-Commerce Manager.
Position Summary
Customer Service Representative will be responsible for the daily management of door-to-door shipments by ocean. The duties include providing quotes, making booking with carriers, coordinating pick up and deliveries, customs clearance, and handling other facets of international shipping.
Essential Responsibilities
· Handle import shipment from start to finish, including but not limited to coordinate door-to-door deliveries, (FCL/LCL) with dispatch, truckers, shipment tracking, custom releases with Brokers in a timely manner
· Pricing/Quoting experience for all modes (ocean, rail, LCL, FCL, ground)
· Work with ocean carriers & co-loaders on global rate negotiations
· Managing and tracking multiple customers and their containers which include:
· Daily status updates to customers
· Troubleshooting
· Correspond via email with Overseas Agents, steam ship & airlines
· Coordinating and communicating with outside vendors
· Reconcile import files and accurate data input of import files in company computer systems
· Follow-up and finalize all import shipments with appropriate party
· Recommend potential products or services to customers
· Using a nationwide tracing system, trace every pending container. Monitor the on water transit& once arrived the US, the rail movement of each FCL/LCL shipment
· Gather the information to prepare arrival notices with info from the origin & carriers, provide info to either our brokerage team or outside broker for customs clearance
· Upon clearance, work with CFS or Steamship to clear any originals docs requirements and/or payments
· Keep customers in constant communication with important milestones and if needed resolve any issues to insure smooth service
· Track and Trace Inbound Ocean shipments
· Ensure timely delivery of cargo to customer
· Process documents and issue arrival notices timely and accurately
· Ability to work with demanding deadlines from customers
*Qualifications
Technical:
· Windows Operating System - Excel/Outlook
· Advanced computer knowledge/proficiency (Outlook, Microsoft Word, Excel, PowerPoint)
· Cargowise one knowledge - PREFERRED
Business:
· Bachelor’s degree in Business, Supply Chain or a related field - PREFERRED
· Bi-lingual in mandarin will be useful with majority of customers being from China, but not required.
· Minimum of two (2) years’ experience with NVOCC/Freight Forwarding industry - PREFERRED
· Thorough understanding of ocean shipment documentation process, - PLUS
· Possess excellent data entry skills and customer service skills with the ability
· Demonstrated critical thinking, using logic and reasoning to identify strengths, weaknesses, opportunities and risks, and identifying alternative solutions or approaches
· Proven ability to handle confidential information with discretion
· Ability to multi-task and work independently
· Experience with tariff sheets and rate contract
Job Type: Full-time
Job Type: Full-time
Pay: $17.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Experience:
- Ocean Imports: 2 years (Preferred)
- Logistics Customer Service: 2 years (Preferred)
- NVOCC: 2 years (Preferred)
- Customer service: 2 years (Preferred)
- Ocean Freight with an NVOCC/Freight Forwarder: 2 years (Preferred)
Language:
Ability to Relocate:
- Bell, CA 90201: Relocate before starting work (Required)
Work Location: In person