What are the responsibilities and job description for the Customer Service Representative position at FIT?
Overview
The Customer Service Representative works to assist the FIT 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.
Key Responsibilities
- Customer Service & Communication
- 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.
- Operations & Coordination
- 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.
- Documentation & Systems
- 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.
- Administrative & Project Support
- 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.
Requirements
- High School Diploma or equivalent required
- Associate or Bachelor’s degree in Business, Logistics, Supply Chain, or a related field preferred
- Minimum of three (3) years of experience in a related customer service or administrative role
- Experience in supply chain, logistics, maritime, or transportation environments preferred
- Proficiency in Microsoft Word, Excel, Outlook, and Teams
- Experience navigating multiple computer systems simultaneously
- Familiarity with CRM systems preferred
- Knowledge of terminal operating systems (e.g., NAVIS, TIDEWORKS, CATOS, OPUS, AUTOSTORE) a plus
Soft Skills
- 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
Other Requirements
- Authorized to work in the United States without current or future need for visa sponsorship
- Participation in pre-employment and random drug testing required
Physical Demands
- Ability to remain in a stationary position (sitting or standing) for extended periods
- Ability to lift up to 50 pounds occasionally
- Ability to climb at heights of six (6) feet or more
- Required use of Personal Protective Equipment (PPE) in accordance with HSSE policies
- Reasonable accommodations will be provided for qualified individuals with disabilities
Work Environment
- Primarily office-based with regular trips to the terminal field environment
- Possible exposure to noise, dust, fumes, chemicals, and varying weather conditions
- May require travel for training, meetings, or assignments
- Participation in rotating on-call schedules, overtime, weekend, and holiday work as needed
Florida International Terminal is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all individuals are treated with respect and dignity. We do not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable federal, state, or local laws.
Florida International Terminal is committed to providing equal employment opportunities and ensuring an inclusive, accessible recruitment process for all applicants. If you require a reasonable accommodation to complete your application and/or participate in the interview process, please contact us.