USA - Customer Service Representative (Liner)

ISS Group Holdings Limited•Philadelphia, PA

8d•Onsite

About The Position

The Customer Service Representative, reporting to the Customer Service Supervisor, is responsible for ensuring the smooth coordination of shipments and documentation, promptly resolving issues, and delivering exceptional service to maintain customer satisfaction. This role is crucial for maintaining seamless operations within the shipping and logistics industry.

Requirements

Foundational knowledge of Port Operations and Port Agency services.
Foundational knowledge of Documentation and Sales.
Foundational knowledge of Container/Shipping Line.
Excellent Communication: Ability to communicate effectively with customers, suppliers, and internal teams both verbally and in writing.
Problem-Solving: Capable of quickly and effectively resolving customer issues and complaints to ensure customer satisfaction.
Attention to Detail: Ability to accurately process orders, invoices, and other documentation with a high level of accuracy.
Multitasking: Capacity to manage multiple tasks simultaneously, such as answering phone calls, responding to emails, and processing orders.
Time Management: Ability to prioritize tasks and manage time effectively to ensure efficient customer service.
Teamwork: Willingness to collaborate with colleagues in other departments to resolve customer issues and improve overall customer experience.
Adaptability: Capacity to adapt to changing situations and customer needs in a fast-paced environment.
Conflict Resolution: Skill in managing conflicts and difficult situations with customers.
Proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, and Outlook.
Minimum 2–4 years of customer service experience, preferably in container, shipping, logistics, or freight industries.
High School diploma or GED equivalent required.
Eligibility to work in the US.
Experience working within complex international organizations.

Nice To Haves

Thorough knowledge of ocean shipment documentation process.
Associate degree in Maritime Transportation or related major in a public or accredited private academic institution preferred.
Shipping/container liner experience or knowledge.
Prior port agency (shipping services) experience with exposure to various commodities preferred but not required.
Prior experience in marine agency field desired, but not required.

Responsibilities

Distribute manifests, stowage plans, hatch lists, container plans, and other necessary documents to Stevedore, Terminal, USCBP, USDA, Surveyors, Fumigators, etc.
Timely dispatch of Arrival Notices.
Prepare wharfage statements and collect/reconcile wharfage payments on behalf of the principal when applicable.
Prepare In-house Lineups for ship operations, including processing original bills, ocean freight monies, wharfage monies, government hold removals, customs releases, and cargo releases to the Terminal.
Update Brokers on Vessel Arrivals, Sailings, Free-time, Status, receipt of OBLs, Customs clearances, and Ocean Freight monies, ensuring brokers follow up with importers on pending items.
Post 'Vessel Arrival' (ALLFAST time) in the Customs AMS system as required by USCBP.
Follow up on any Government Holds until they are removed (e.g., Customs Exams, MRPM, USDA Inspections).
Liaise with principals and work closely with cargo receivers on customs clearance, collect ocean freight payments, and ensure all conditions are met for cargo release to the Terminal.
Follow up on any Bills without Entry in AMS within '15 days' from vessel arrival to avoid G.O.
Troubleshoot any discrepancies.
Comply with principal procedures, instructions, and policies.
Arrange/Follow any equipment digital downloads.
Handle Cargo Claims / Joint Survey Requests, ensuring they are passed to the Line and/or handling setup with concerned cargo interests.
Ensure current Trucker Interchange Agreements are signed and on file, obtain current active insurance certificates from truckers, and keep the trucker log updated.
Pull daily gate activity from Terminal systems and update equipment moves in the lines system.
Pull Empty Container reports, report quantities back to the Line, and plan for loading back onto the vessel.
Maintain Equipment Inventories.
Process AMS Manifest (EDI or manual) with USCBP.
File BAPLIE (stow position) (EDI or manual) with USCBP.
Register Vessels with AMS Sea Lloyds.
Prepare outbound manifest for any 'empties' loaded.
File complete SED's with USCBP 4 days after vessel clearance.
Update Carriers system with Load Empty move.

Benefits

health and financial benefits
tuition assistance
employee resource groups
collaborative workspaces
sponsorship of various events throughout the year
culture based on learning
support of an engaged team
inclusive environment
flexibility
Generous time off and paid holidays
Employee Assistance Program (EAP)
Performance and Recognition – You are rewarded for achieving success by merit increases and reaching milestones.
Career growth and opportunities for promotions. We develop and hire from within!