Client Service Representative
Location: West Palm Beach
Company: Tropical Shipping
Employment Type: Full Time
Job Category: Customer Service
Publish Date: February 17, 2020
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.
Provides rate quotations to prospective customers. Takes bookings and coordinates required logistics to ensure high quality service is delivered and customer satisfaction is maintained. Provides general information and resolves customer issues as required.
Provides rate quotes to prospective customers either via phone or email on all cargo types(LCL/FCL/BB) to all destinations. Follows up with email or fax confirmation to customer. Provides sales leads as appropriate.
Creates bookings ensuring that all required inland logistics are complete and allow for accurate cargo movement and routing. Provides booking confirmations via fax or email to ensure customer knows booking particulars.
Answers customer general inquiry questions, ie. Shipment tracking, explaining services, confirming receipt of cargo, billing inquiries, etc.
Makes requested changes to bookings, following up with operating departments to ensure change is understood and has been received.
Logs and works toward resolution of customer issues and complaints. Informs supervisor when complaint is not resolvable at employee level. Records all information in SIRS Incident tab on Job Screen.
Provides document copies for customers as requested. Typically requested documents include bills of lading, invoices, and other export documents.
Creates FCN request to correct billing errors when complaint is received from customer.
Proactively calls customers for pick ups or takes calls for pickups from customers. Transmits information to appropriate operating groups for actions.
Follows up with customers to ensure the customer is satisfied after having experienced a service issue or failure.
Explains company services to new customers. Presents information in a logical fashion and provides information proactively.
Interviews new customers to identify customer preferences and establishes customer profile and partner file.
Performs all other related duties as requested.
EDUCATION: Associate Degree in Business Management or in a related field
EXPERIENCE: Two years experience in the delivery of customer service in a direct or telecommunications customer service capacity, with at least 6 months preparing documentation.
LICENSE: Valid Local Driver's License
PHYSICAL: 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.
(Education and experience minimums can be substituted with any equivalent combination of training and experience)