Customer Service Representative

the Lynden Family of Companies•Ketchikan, AK

13d

About The Position

Alaska Marine Trucking provides and manages local freight distribution services in Alaska which include loading, unloading, warehousing, pickup and delivery. Alaska Marine Trucking works closely with Alaska Marine Lines in coastal communities throughout Southeast, Central, and Western Alaska. We currently have an opening for a Customer Service Representative in Ketchikan, Alaska. This is a full-time position which offers family friendly benefits, a competitive pay package and professional growth. SUMMARY: Possesses a genuine desire to serve the Customer by processing and providing information through a multitude of avenues including, but not limited to, the essential functions of the job listed below. Processes and provides barge/ferry cargo availability/routing/ freight rating information for customers.

Requirements

High School Education or G.E.D or equivalent and a minimum of 2 years related experience. Knowledge of current customers, requirements and processes is helpful.
Ability to read, analyze, and interpret documents such as tariffs, procedural manuals and employee and safety handbooks. Ability to write and communicate clearly and be understood. Ability to effectively present information and respond to questions from groups of managers, customers, employees, and service partners and the general public.
Must be able to apply and be issued a TWIC (Transportation Workers Identification Card).
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply common sense understanding to fulfill job duties with limited or detailed written or oral instructions.
Ability to meet a flexible work schedule based on the needs of the Company.
Ability and willingness to work overtime as required.
Ability to plan, organize and prioritize work to meet schedules/deadlines.
Regular attendance and timeliness are essential functions of this position. Daily physical presence is required.
Ability to work alone or as part of a team with minimal supervision.
Must be flexible and adaptive to constant changes and be able to work in a high stress, fast paced environment.
PC skills required: Windows, Excel, Outlook, keyboarding proficiency. Ability to learn in-house software.
Keyboard and ten-key by touch.
Employee is required to wear PPE as outlined in Company’s Industrial Health and Safety Manual Chapter 2.27 PPE Program, which may include hard hat, safety toe shoes/boots, gloves, safety glasses/goggles, hearing protection, respiratory protection and arctic gear.
Must pass a pre-employment drug test and a criminal background check.

Nice To Haves

Knowledge of current customers, requirements and processes is helpful.

Responsibilities

Answer a variety of customer information requests in person, by phone, and email, regarding rates, routing, packing procedures and interline transportation procedures.
Performs tasks outside and during odd hours that include barge checking, intake and inspect vehicles, equipment and break-bulk cargo for shipment to Alaska or other locations.
Process Bills of Lading for receiving, review bills for complete information, assign codes and instructions as required. Enter alpha and numeric receiving data from source documents into computer in office and occasionally in warehouse environment.
Enter documents into scanning (Imaging) system.
Employ training received on AML's Customer Experience Initiative.
Respond accurately and timely to customer questions, concerns and service requirements via phone and email, or in person.
Carry out all duties with a strong commitment to excellent customer service.
Quotes accurate rates and documents cargo bookings for shipments.
Rate Bills of Lading using company's computer program.
Follow established processes and adjust to changing processes as the company strives for continuous improvements.
Perform audits to ensure accuracy of customer billing.
Competent on all duties including, but not limited to, Receiving, Billing, Quotes and bookings.
Skilled at addressing concerns and troubleshooting issues.
Willing to travel if needed to other ports for training or coverage.
Able to operate pallet jack, forklift with minimal supervision.

Benefits

Paid time off – start with 17 days paid time off a year (PTO)+ additional extended leave paid time
Paid Holidays– 8 paid holidays a year in addition to PTO
Health Insurance – medical, dental and vision with low employee contributions
Health Insurance for your family– we also contribute to medical, dental and vision for your family.
401(k)– with company match + additional annual retirement contribution.
Tuition Reimbursement
Employee Assistance Program
Life Insurance and AD&D– we pay at no cost to you.
Long term disability– we pay at no cost to you.
Opportunities for internal promotions/career advancement