Customer Account Specialist

Ports America•Tempe, AZ

3d•Onsite

About The Position

In the maritime industry, where colossal ships dock, and millions of tons of cargo are moved with precision, it takes teams of dedicated individuals to keep global trade in motion. Working in this dynamic sector means that you play a part in ensuring the pulse of commerce never skips a beat, all while driving the future of supply chain logistics and marine terminal operations. Dive into a career where your talents make an impact and help us steer the future of this vital sector. Every job function in our organization, whether it’s on the docks or behind the scenes in administrative roles, finance, payroll, or IT, has a significant impact on the national economy and critical supply chain operations. Where the pulse of global trade meets the precision of maritime excellence, at Ports America, we don’t just move cargo; we drive the nation’s economic engine! The Customer Support Analyst is the first point of contact for issue resolution. This role will be responsible for providing exceptional customer service while assisting customers. This role involves troubleshooting problems, guiding customers through solutions, and ensuring positive customer experience through effective communication and problem resolution. This role will help facilitate the movement of cargo into and out of the marine terminals serviced by Tricor.

Requirements

High school diploma or GED equivalent
1+ years of experience in customer service, technical support, or a related field.

Nice To Haves

Patience, attention to detail, problem solving, time management, stress management, clear communication, teamwork, critical thinking, situational awareness, efficient use of computers and web applications
Position requires understanding and application of proper Customer Support principles
This position is expected to be held by an individual who can self-monitor and interact with colleagues and customers in a courteous, professional manner
Basic understanding of computer systems, software applications, and troubleshooting.
Strong communication and interpersonal skills.
Ability to explain technical information in a clear and simple way.

Responsibilities

Interact with internal and external customers and 3rd parties to help ensure cargo continues to move throughout the terminal.
Provide accurate information regarding products, services, policies, and procedures.
Maintain a professional, friendly, and customer-focused approach at all times.
Utilize phones and email/CRM system to broker important information and requests between all parties involved in each operation.
Identifying areas of improvement and providing suggestions and participating in the improvement process.
Provide training and support for the customers who use our proprietary management systems.
Provide a basic level of technical support/troubleshooting to our customers and 3rd party groups.
Provide account setup to our customers and 3rd party groups.
Identify root causes of customer issues and implement effective solutions.
Follow up with customers to ensure issues are fully resolved.
Maintain a high level of first-contact resolution where possible.
Report recurring issues or product feedback to improve service and product performance.