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Account Representative

Location: West Palm Beach

Company: Tropical Shipping

Employment Type: Full Time

Region: Florida

Job Category: Customer Service

Publish Date: January 4, 2021

Company Description: Tropical has been rated as "best place to work" in the shipping industry for 10 years in a row. Employees enjoy our team spirit & work ethic and many have been with us for as long as 30 years. From those in the office to the team loading docks and conducting ship work, Tropical employees across the US, Canada, Bahamas and Caribbean reflect both the local communities we serve and the people with whom we do business. We see diversity and inclusiveness as an essential part of our productivity, creativity, and competitive advantage. We hire great people and our teams feel a lot like family. Together we do outstanding work and we enjoy a fun healthy work life balance.

Description:

  • Full Time
  • Anywhere

Tropical Shipping

Responsible for ensuring that the highest level of service is delivered to assigned accounts. Provides interactive and pro-active communication and information to accounts, ensuring that the customer is readily aware of all important information relative to their shipments. Books cargo and follows up on service delivery within the organization to ensure Tropical Shipping delivers seamless service to all accounts. Follows up as required to manage the delivery processes affecting the shipment.

To apply for this job please visit www.tropical.com.

Responsibilities:

Pre-books cargo for assigned accounts to ensure adequate vessel space and resource allocation is available. Also books cargo and provides quotes to customers as necessary.

Responds to customer inquiries re: cargo location, equipment availability and any and all company services.

Contacts customer and reviews cargo movement scheduled. Identifies any variances and adjusts to meet customer needs. Follows up with operations to ensure changes are well communicated and understood. Reviews documentation needs for cargo movement to meet established cut offs. Scans to Doc Register and advises Traffic.

Creates and maintains detailed customer profiles to ensure account details are recorded and can be shared to allow for a superior customer service.

Sends customers all requested tracking and shipment information, including all booking confirmations, sailing confirmations. Informs customers of delays or changes to expected cargo movement.

Makes personal visits to customers with sales team to help identify and resolve any service issues.

Provides any special reports and document copies for customers as requested.

Logs and works toward resolution of customer issues and complaints. Creates FCN request to correct billing or document errors as requested by customer. Informs supervisor/manager when complaint is not resolvable at employee level. Records all information in SIRS incident tab on Job Screen.

Provides coverage for inbound phone queues to maintain a 98% answer rate.

Sets up new accounts to properly document customer preferences and requirements. Prepares customer account information in partner profile to allow for easy interpretation of billing information.

Provides general information to customers, re: sailings, company services, rates, routings, etc.

Acts as a mentor to less seasoned reps and provides guidance to ensure that customers receive high level service quality.

Assists in training employees in best practice and procedural training. Provides side by side coaching as requested.

Performs all other related duties as requested.

Requirements:

Associate Degree in Business Management or in a related field
Five years experience in the delivery of customer service with a least 6 months preparing documentation and 12 month in customer service.
Valid Local Driver's License
None
Office Environment - Manual dexterity to perform repetitive motion tasks on computer. Ability to bend or stoop to retrieve lower shelf files. Ability to reach overhead to retrieve upper shelf files. Ability to sit 1/3 - 2/3 of day. Ability to work on feet for 1/3 - 2/3 day.
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