Job Description : Customer Care Specialist Air Freight in SeaTac, WA full time, TTH, 100% onsite with a compensation of $26.00 / hr. D.O.E.

Your Role

The Customer Care Specialist is part of a team within our CCL’s Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues

Job Responsibilities :

• Client contact, ensure quality service is provided to customer & Customer Data Management : Maintenance and integration of customer data in system
• Ensures prompt and accurate, booking, documentation and invoicing;
• Problem identification / resolution, immediate reporting to manager, divisional manager or branch
• Maintain lines of communication with clients, vendors and international operations contacts,
• Work in accordance with QSHE working instructions and procedures
• Support the business implementation on operational level to meet customer expectations
• Assist with monitoring of performance (sub-contractors, productivity, quality of service, incident management by applying root cause method and corrective actions
• Manage the movement of customer cargo into the United States in accordance with organizational policy and procedure ensuring compliance with relevant local, country and international law and processes
• Give input regarding existing process, procedures and working environments to improve and advance the service level to the customer, profitability of file
• Assure proper information flow with sales on changes and / or problems with external customers, with specific focus on Air Freight Forwarding concerns
• Provide timely responses to external / internal customers and other branch offices
• Insure accurate documentation is maintained in e-file (customs, compliance, communications, accounting)
• Assure complete and accurate billing of files in accordance with corporate / Customer rate file
• Report inconsistencies between Customer Profiles and rate structure
• Visit customers whenever required to improve communication and service
• Provide feedback in reference to vendors’ compliance with service standards and requirements as per contract terms
• Responsible for FSL transactions including correct GP reporting and decision taking on closing, accrual and defer status
• Additional responsibilities may be given in accordance with supporting a specific department / division and / or employee may be tasked with specific, individualized assignments.

Minimum Requirements

• 2-4 years of freight forwarding / 3PL experience
• Thorough knowledge and understanding of Air freight product / environment
• Support both customers and internal stakeholders to ensure satisfaction and service excellence
• Self-starter with good judgment and can proactively manage up where appropriate
• Accountable for results, strives to meet and exceed expectations
• Time management / prioritization and follow-up skills
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Proficient in MS Office products / fully computer literate

Last updated : 2024-05-23