Customer Service Representative

Job title: Customer Service Representative

About the Role The Customer Service role is the primary contact for customers, responsible for intercepting shipping orders, entering orders into the system, and coordinating with internal departments to support operations and drive growth in volumes and gross profit through cross-selling.

What You'll Do

• Process orders for shipment received from customers or foreign JAS offices.
• Compile, sort and verify accuracy of data to be entered.
• Examine records such as bills of lading and related shipment documents; inform customers of unit prices, shipping dates, potential delays, and any additional information needed.
• Submit into the system total cost for the customer, and maintain copies of orders as requested.
• Drive better overall sales and marketing intelligence/insight into target accounts.
• Acquire new traffics import, export, and local services; identify post-landing, customs clearance and spot business opportunities.
• Drive new revenue streams through improved execution of marketing and lead generation campaigns and programs into the target accounts.
• Take marketing operational costs out of the business, driving better marketing ROI.
• Confer with operations clerk to expedite or trace missing or delayed shipments.
• Compile statistics and prepare accuracy data or metrics for the target.
• Investigate overdue and damaged shipments or shortages in shipments for customers and/or air and ocean carriers.
• Analyze complaints concerning billing or service; refer complaints of service failures to designated departments and update customers in a timely manner.
• Provide backup support for all accounts within the target.

What We're Looking For

• Computer skills including Microsoft Office Suite, Excel and operational systems (C1, forward, etc.).
• Good written and verbal skills.
• Detail oriented, able to multitask and meet deadlines.
• Self-motivated, able to work in a team and independently.
• Cross selling capabilities.
• Customer oriented.
• Follow-up on pending issues and orders.
• Able to effectively solve problems.
• Able to establish priorities and multi-task.
• English advanced.
• Education and Experience: A minimum of 2 years’ experience in operations.