USA - Customer Service Representative (Liner)

ISS Group Holdings Limited•Philadelphia, PA

6d•Onsite

About The Position

The Customer Service Representative, under the Customer Service Supervisor, is responsible for ensuring smooth coordination of shipments and documentation, resolving issues promptly, and delivering exceptional service to maintain customer satisfaction. Inchcape Shipping Services is committed to building a diverse and high-performing workforce that works together to provide exceptional service to its partners. The company values the diversity of its people and believes their unique experiences, skills, and passions strengthen the organization, stimulate creativity, and promote the exchange of ideas, helping employees build a rich and rewarding career. Inchcape provides resources, culture, and leadership to ensure success and offers a commitment to the full inclusion of all qualified individuals.

Requirements

Foundational knowledge of Port Operations and Port Agency services.
Foundational knowledge of Documentation and Sales.
Foundational knowledge of Container/Shipping Line.
Thorough knowledge of ocean shipment documentation process a plus.
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 to achieve.
Must possess 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

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.
Transitioning military personnel and veterans are encouraged to apply.

Responsibilities

Imports: Manifests, Stowage Plans, Hatch List, Container Plans, and all necessary documents to be distributed by agent to Stevedore, Terminal, USCBP, USDA, Surveyors, Fumigators, etc. (Depending on Line / Commodity)
Timely dispatch of Arrival Notices
Prepare wharfage statements (depending on Line, etc.)
Collect and reconcile wharfage payments on behalf of principal when applicable.
Prepare In-house Lineups to work the ship i.e., agent receipt of Original Bills, Ocean Freight monies, wharfage monies (if required), post Gov. Holds / Hold Removals, post Customs Release, Cargo Release to Terminal
Update Brokers on Vessel Arrivals, Sailings, Free-time, Status, receipt of OBLs, Customs clearances, Ocean Freight monies. Anything Pending, Brokers to follow up with the Importers
Post 'Vessel Arrival' (ALLFAST time) in Customs AMS system, this is mandatory by USCBP - responsibility of AMS provider
Follow any Government Holds - until Hold Removed (i.e., Customs Exams, MRPM, - USDA Inspections / Exams for various weed seed, pests, etc. possibly found on cargo or dunnage)
Liaise with principals and work closely with cargo receivers on matters pertaining to customs clearance, collect ocean freight payments to assure all conditions met to release cargo to the Terminal.
Follow up Any Bills without Entry in AMS / within '15 days' from vessel arrival in order to avoid G.O.
Troubleshoot any discrepancies
Comply with principal procedures, instructions, and policies
Arrange / Follow any equipment digital downloads (depending on Line)
Follow any Cargo Claims / Joint Survey Requests - ensure same passed to Line and/or handle the set up with cargo interests concerned (depending on Line requirements)
Ensure current Trucker Interchange Agreements signed & on file, obtain Current Active Insurance Certs from Truckers, Keep Trucker log updated (depending on Line)
Container - pull daily gate activity from Terminal systems and update equipment moves in lines system (task performed depending on Line / Commodity)
Empty Container reports pulled; quantities report back to Line; planning for load back onto vessel
Equipment Inventories maintained
AMS Manifest (EDI or manual) Processing with USCBP
BAPLIE (stow position) (EDI or manual) filing with USCBP
Vessel Registration with AMS
Sea Lloyds
Exports: 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
Cargoes: Perishable, Steel, Lumber, Plywood, Vehicles, Project Cargo, Wood Pulp, various additional breakbulk and some containerized.