Customer Service Representative, Import
WHAT YOU'LL BE DOING
This position will provide the highest level of Customer Service in the industry through prompt sending of arrival notices, timely shipment status updates, responsive interaction with overseas agents, vendors and customers utilizing a high degree of professional communication skills.
ESSENTIAL RESPONSIBILITIES INCLUDE:
Verify arrival notice & invoice details are accurate, including invoices rated correctly
for nomination accounts/Special Customer Rates
Send Cargo Availability Notices once cargo is available at final CFS
Verify AMS details, identify holds, troubleshoot issues to avoid possible delays and Customs fines
Notify all customers/agents of marks & piece count discrepancies same day CFS notifies us. Follow up daily until resolved and able to release cargo
Ensure that all containers arrive at hbl destination to eliminate storage charges by tracking prompt delivery to warehouse, CY/Rail location, or door
Liaise between customs broker & consignee for all shipments we are handling. Customs clearance and/or ISF filings to avoid cargo going into General Order
Pre-Audit files to ensure all agent credit/debit notes are obtained and correct
Utilize import department & Directions tools (file checklists, Working Vessels Report, Cargo Status Report, etc.) to monitor all files to ensure:
All agent credit/debit notes are obtained & in order before file closing
All customer invoices are paid and freight released
All IPI and door shipments have moved to final destination
All additional expenses are expensed and cost covered either by invoice to customer or credit note from agent
Proper parties have been contacted to arrange Customs Clearances if applicable
Meet company’s expectation pertaining to ACD/Phone system statistics
Complete tasks and projects as assigned by management.
Maintain accurate and timely communication and responses to all parties, (i.e. internally within your local facility, other Vanguard offices or agents in the US and overseas). This includes notifying customers & internal offices/agents when shipments deviate from what is booked.
Communicate with Management, Sales, CFS, Traffic, Documentation, terminal and satellite offices regarding customers’ requirements, service failures and cargo flow.
Complete tasks and projects as assigned by management.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
High School Diploma
Preferred Transportation experience
Related Customer Service experience
Exceptional work ethic, team mentality, positive attitude; outstanding verbal and written communication skills
Proficiency In MS Office suite, including Excel, Word, PowerPoint
WE ARE VANGUARD
We are an industry stalwart and a true innovator. We work with our customers to make doing business easier and more profitable. We are a values-driven organization with an objective to sustain sector leadership, always with the aim to create Happy Customers, Happy People, and Happy Shareholders. Day-to-day, we work together to take care of our customers and each other, challenging ourselves to exceed our goals, and thinking ahead to anticipate our customers' future needs.
We set the standard. Come join us--we're looking for people just like you.
Vanguard is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. We're working to challenge the status quo with the power of diversity, inclusion and collaboration.
