** Customer Service Specialist (Bilingual/Spanish Required)**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO001313 Showing 1 location **Job Details**

**Description**

TOTE Maritime Puerto Rico is looking for a Customer Service Specialist like you!

The TOTE Maritime Puerto Rico Customer Service Specialist position is responsible for taking a leadership role in communicating transactions for all accounts.

**As a Customer Service Specialist you will:**

Creating bookings, track shipments, coordinate equipment and dispatch functions, facilitate 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.

Represent shipper's interest with other departments, such as, equipment control, dispatch, pricing and operations, etc.

Coordinate transfer loads and appointments when necessary.

Track and coordinate loads with customers and operations department.

Communicate with respective sales representatives.

Provide 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.

Attract potential customers by answering product and service questions; suggesting information about other products and services.

Create and maintain customer accounts by recording and updating account information.

Resolve 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.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Prepare product or service reports by collecting and analyzing customer information.

Contribute 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, value-added services to our customers with professionalism.

**The ideal candidate has:**

**Bilingual Skills English/Spanish required .**

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.

**Education & Experience:**

High school diploma required, Associate Degree or Bachelor Degree preferred. Five or more years of customer service experience, with three years of transportation experience preferred.

**Proof of COVID-19 vaccination required as subject to Executive Order 14042.**

**Our Company**

For TOTE Puerto Rico, shipping is about more than reliable delivery, its about people. The TOTE Puerto Rico team is dedicated to exceeding our clients expectations with efficiency, integrity and unparalleled customer service. We are equally committed to our own employees, fostering a working environment where they are respected, inspired, and recognized for excellent work. We strive to be the best at what we do. To learn more about TOTE Puerto Rico History and Values, click

Our organization is committed to its employees by providing competitive pay, outstanding benefits and professional development opportunities. To learn more about the benefits that TOTE offer, click

**Skills**

**Preferred**

**CargoWise** *Novice* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)