Export Customer Service

POSITION SUMMARY

To provide the highest level of customer service through prompt response to all cargo enquiries, complete and accurate bookings and professional communication when following up with the customer on any missing cargo and/or documentation in order, for the customers’ booking, to be loaded as scheduled. It is the responsibility of the Export Customer Service Representative to ensure all requirements for the booking are complete so it can be handed over to Load Planning.

KEY DUTIES AND RESPONSIBILITIES

Job Responsibilities:

• Communicate effectively to meet customer requirements, resolve customer problems or complaints expeditiously, and complete booking requests timely.
• Working with the warehouse to ensure all cargo booked has been received prior to cut off.
• Report any OS&D issues on cargo received to customers, follow up to determine the outcome if the cargo can be shipped, required to be re-packed or collected as it could not be exported.
• Chase any missing documentation with the customer to ensure all required paperwork is received prior to cut off
• Complete local quote and booking requests (FOB Cargo)
• Arrange pick up with trucking company
• Contact shippers and complete bookings for overseas routings received, making sure to send the booking confirmation details to the origin agent and continue to communicate on the status of the booking to ensure they are aware that the cargo was uplifted.
• Determine if the customer requires VLS to complete export customs clearance, if so, correspond with the customs broker (if required) and complete the export entry.
• Make sure Load Planning is aware of any special requirements on the handling of the cargo.
• Add any additional charges to be billed and expenses for the costs on services incurred during the booking process
• Lodge any hazardous paperwork with the Haz Team to seek pre approval on VLS being able to handle the cargo

QUALIFICATIONS AND EXPERIENCE

Minimum Requirements:

• High school or equivalent education; associate degree preferred
• Fluency in spoken and written English and Italian; another language is an advantage
• Minimum 2 years of customer service experience; logistics experience preferred
• Ability to multi-task, prioritize, and manage time effectively
• Strong listening, written and verbal communication skills (English required); excellent interpersonal and teamwork skills
• Strong MS Office skills, including Excel, Word, PowerPoint