Customer Service Representative, Senior

Customer Service Representative, Senior

Our Vision

Our customers trust us to simplify the complex world of Customs and Logistics by bringing together innovative and customer focused people, processes, and technology. In doing so, we strive to drive the success of all Customers and Stakeholders.

The Role

This position is responsible for act as a liaison between company and clients to provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Key Responsibilities

• Provide the highest level of customer service to clients, vendors, and service providers.
• Assist with onboarding and administration of new customers, including but not limited to account set up in company system, assisting with inquiries, providing solutions, among others.
• Liaison between intercompany departments with regards to potential client set up and/or inquires.
• Apply for and manage all Continuous and Single Transaction Bond activities for our US Northern Border Brokerage Division if applicable.
• Assist clients with import/export clearance of goods through the applicable border.
• Follow up with client inquiries pertaining to shipment status in a prompt, efficient and professional manner.
• Review and prepare orders according to customer requirements and monitor order fulfilment process until transaction is completed.
• Identify and address opportunity areas to meet customer demands.
• Other duties as assigned.

Leadership Responsibilities

• N/A

Job Details

• Reports to Team Leader
• Permanent
• Operations
• Full-time/Part-time
• USA/MEX
• Remote/Office

Required Qualifications and Experience

• High School Diploma or equivalent.
• CCS Designation (US NB and CND only).
• Minimum 5 years in custom brokerage or logistics experience.
• Intermediate MS Office knowledge.
• High level of organization, time management and attention to detail.
• Completion of complex entries.
• Mexican Legislation in Foreign Trade Business knowledge (US SB, MX only).
• Bilingual in Spanish/English (US SB only).

Physical Demands

• Occasionally bend, squat, kneel, reach above shoulder, and frequently sit, handle objects (manual dexterity), use fine finger movement.
• Occasionally must carry/lift loads of up to 15 lbs.

Work Environment

• Frequently read/comprehend, write, perform calculations, communicate orally, reason and analyse.