Customer Service Representative - Import
About The Position
This position provides exceptional support to clients regarding import shipments by responding promptly and accurately to inquiries received through the US – CS Import queue in Dynamics, phone, or email. The role is responsible for addressing shipment-related questions and issues, maintaining accurate transaction logs, properly categorizing Dynamics cases, and ensuring all required information is captured to support data integrity and management analysis. The position also maintains established productivity and service standards in alignment with the Manager and Company expectations. This role requires working on-site in the office for five days a week, from Monday to Friday. There is no option for fully remote or hybrid work in this role, unless required off-site duties are being performed.
Requirements
- High school diploma or equivalent
- Ability to follow processes and procedures accurately.
- Basic data entry and analysis skills.
- Analytical: intermediate
- Attention to detail: advanced
- Communication skills: advanced
- Customer orientation: advanced
- Dependability: advanced
- Organization skills: advanced
- Proactivity: advanced
- Problem solving: intermediate
- Team player: advanced
- English: intermediate
- New Programs: intermediate
- MS Office, especially MS Excel: intermediate
Nice To Haves
- Bachelor’s degree preferred.
- Basic knowledge of the import process preferred.
Responsibilities
- Resolving cases and answering calls promptly and accurately using Dynamics and 8x8 systems.
- Ensuring that cases are categorized and include the necessary information according to the subject matter.
- Redirecting inquiries to the appropriate parties if Import Customer Service is unable to provide a correct response.
- Completing assigned tasks before taking breaks, lunch, or ending the workday.
- Ensuring that all inquiries are handled and followed through until resolution to ensure good customer experience (CX).
- Maintaining productivity and service level standards as set by the Manager and the Company.
- Ensuring that quality standards are met for all inquiries handled.
- Maintaining a high standard of professionalism in all interactions with internal and external customers.
- Collaborate closely with the Import Customer Service Management to align goals and initiatives.
- Foster a collaborative environment within the ICS team and other divisions to enhance overall performance.
- Communicate effectively with team members, providing clear guidance and support
- Perform other duties as assigned by management to support the overall objectives of the ICS team.
Benefits
- Health Insurance
- Dental & Vision Insurance
- Life Insurance: one-time annual salary up to $50,000
- Long Term Disability Insurance
- Paid Parental Leave
- Business Travel Insurance
- Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
- Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans
- Short Term Disability Insurance
- 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match.
- Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
- Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
