We are seeking a highly organized and detail-oriented Customer Service Representative for our drayage department. The ideal candidate will have strong communication skills, the ability to coordinate efficiently, and be proficient in logistics planning. You will be responsible for managing various aspects of customer service operations, including import/export tracking, vessel and forecast monitoring, order entry, and resolving logistical issues. This role requires a strong problem-solver with the ability to multitask and work within several software platforms.
Key Responsibilities:
Tracing Imports & Bookings
- Monitor and trace import shipments and bookings, ensuring timely updates for customers.
Vessel & Forecast Tracking
- Continuously track vessels, maintaining accurate forecast records to inform customers of potential delays or changes.
Hold Resolution & Container Management
- Handle containers placed on hold, investigating and resolving any issues that may affect timely delivery.
Order Entry & Management
- Process orders through various systems, including manual entry, DocStar submissions, and EDI (Electronic Data Interchange).
Email Management & Customer Communication
- Monitor and respond to a high volume of emails, addressing customer inquiries and coordinating with internal departments to ensure smooth operations.
Dispatch Coordination
- Collaborate with the dispatch team to ensure that deliveries are scheduled and dispatched efficiently.
Customer Support via Excel & Portals
- Provide timely and accurate communication to customers using Excel, online portals, and reports.
Scheduling Deliveries & Export Pickups
- Schedule customer deliveries, working closely with steamship lines and terminals to arrange export pickups.
Tracking Empty & Loaded Returns
- Manage and track the return of empty containers as well as loaded returns to ensure adherence to deadlines.
Document Management
- Upload and manage all necessary shipping and transaction documents.
Invoicing & Billing
- Generate and process invoices for customers, ensuring accuracy and timely submission.
Skills & Qualifications:
- Strong communication skills (both written and verbal)
- Excellent organizational and logistical planning abilities
- Ability to coordinate multiple tasks efficiently
- Problem-solving mindset with a proactive approach
- Proficiency in software tools such as Excel, order entry platforms, and customer portals
- Familiarity with DocStar, EDI, and vessel tracking systems is a plus
- Experience in email management and maintaining accurate records
- Knowledge of the drayage, import/export industry is highly preferred
- Ability to work in a fast-paced environment, handling multiple priorities simultaneously
Education & Experience:
- High school diploma or equivalent required; additional education in logistics, supply chain, or related fields is a plus
- Previous experience in drayage trucking or logistics customer service is highly desirable
- Proficiency in logistics software and tracking systems
Work Environment: This role involves a high level of communication, coordination, and organizational skills in a fast-paced environment. You will work closely with customers, internal dispatch teams, and external partners to ensure that all deliveries, pickups, and returns are completed efficiently and on time.
