In this position you will:

Main Duties and Responsibilities Include:

• Includes all aspects of customer service functions to include creating bookings, tracking shipments, coordinating equipment and dispatch functions, facilitating paperwork for documentation, etc.
• Ensure high level customer satisfaction with all TOTE Maritime PR transactions.
• Generate Specific individualized reports, as required by customers via SQL and CargoWise.
• Representing shipper's interest with other departments, such as, equipment control, dispatch, pricing and operations, etc.
• Coordinating transfer loads and appointments when necessary.
• Tracking and coordinating loads with customers and operations department.
• Continual communication with respective sales representatives.
• Provides support to Booking, VMR, Shipment Services, Fleet and Inland groups.
• Respond to each customer contact with courtesy and professionalism (telephone, email, etc.)
• Build and enhance customer relationships at every touch point for customers.
• Research, follow-up and resolve customer problems in a timely fashion.
• Communicate, follow-up with customers, sales and internal departments to resolve problems.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Creates and maintains customer accounts by recording and updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
• Prioritize multiple tasks to ensure urgent problems are resolved quickly.
• Reduce service failures and costs providing accurate information in a timely manner.
• Provide information to customers related to sailing schedules, equipment availability, container status, routing, rates etc.
• Inform customers of the applicable policies, regulations and rules that affect the shipment.
• Promote electronic ways of doing business with TOTE Maritime PR.
• Identify innovative ways to improve our department business model and carry out Continuous Improvement practices whenever possible.
• Observe all company and department rules, requests, and procedures.
• Build positive and collaborative relationships with internal employees and internal departments on a continuous basis.
• Participate in and promote company and department initiatives.
• Pursue continual learning pertaining to industry standards, regulatory requirements and general industry training.
• Identify personal mistakes or errors in bookings processes and proactively work to avoid re-occurring errors by yourself and your department.
• Support the TEAM TOTE approach and company values in delivering consistent, valuable services to our customers with professionalism.

The ideal candidate will have:

• Bilingual English/Spanish preferred.
• A general understanding of Logistics Industry, Transportation Industry, Shipping Industry or equivalent knowledge is preferred.
• Candidate should have experience dealing with customers and an ability to provide examples of how they displayed superior customer service experiences to their customers in prior roles.
• Candidate must have a strong knowledge of Microsoft Excel, Outlook, accurate data entry and a general competency in understanding computer systems.
• Candidate must demonstrate an ability and capacity to learn new systems and processes within a high impact, high volume, and high demand call center.
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking, Meeting Sales Goals, Self-Confidence, Presentation Skills, Client Relationships, Motivation for Sales, Accountability, Ability to work independently with little or no direction from the team and managers.
• Typing speed of 35 words per minute or more.
• High school diploma required
• Associates Degree or Bachelor’s Degree preferred
• Five or more years of customer service experience
• Three years of transportation experience preferred

Why TOTE?