Customer Service Representative
About The Position
The Customer Service Representative works to assist the commercial team with the coordination of supplying information and resolving customer issues for our Marine Terminal Operation. Ensure to continuously strive to improve the service to all customers, including but not limited to Steam Ship Lines, Freight Forwarders, Trucking Companies, Brokers, State and Federal Government Agencies, Port Authorities, etc. The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced logistics and maritime environment while navigating multiple systems and priorities.
Requirements
- High School Diploma or equivalent required
- Minimum of three (3) years of experience in a related customer service or administrative role
- Proficiency in Microsoft Word, Excel, Outlook, and Teams
- Experience navigating multiple computer systems simultaneously
- Authorized to work in the United States without current or future need for visa sponsorship
- Participation in pre-employment and random drug testing required
Nice To Haves
- Associate or Bachelor’s degree in Business, Logistics, Supply Chain, or a related field preferred
- Experience in supply chain, logistics, maritime, or transportation environments preferred
- Familiarity with CRM systems preferred
- Knowledge of terminal operating systems (e.g., NAVIS, TIDEWORKS, CATOS, OPUS, AUTOSTORE) a plus
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational and time management abilities
- Ability to work independently and collaboratively in a team environment
- Goal-oriented mindset with a strong commitment to customer service
- Ability to communicate effectively with personnel, contractors, vendors, suppliers, and management
Responsibilities
- Serve as a primary point of contact for customers via incoming and outgoing phone calls and written correspondence.
- Identify, assess, and respond to customer needs to achieve high levels of satisfaction.
- Provide accurate, valid, and complete information using appropriate systems and tools.
- Manage customer requests related to authorization of services, rescheduling, and cancellations.
- Maintain strong working relationships with Steamship Lines and other external partners.
- Communicate directly with internal Operations, Finance, and Administrative teams to support timely issue resolution and process improvement.
- Review and follow up on services performed to ensure customer requirements are met.
- Manage and understand U.S. Customs and Border Protection (CBP) holds and related processes.
- Support communications that have cross-functional or “transversal” impacts across departments.
- Maintain accurate records of customer interactions, service requests, and account activity.
- Perform data entry and research within terminal operating systems and CRM platforms.
- Oversee the preparation and distribution of written business communications in a timely and reliable manner.
- Provide administrative support to the Commercial Team as needed.
- Assist with special projects and assigned tasks to support departmental objectives.
- Meet individual and team customer service performance goals, including call-handling metrics.
Benefits
- Reasonable accommodations will be provided for qualified individuals with disabilities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
