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Customer Service Specialist

Location: Jacksonville

Company: TOTE Maritime Puerto Rico

Employment Type: Full Time

Region: Florida

Job Category: Customer Service

Publish Date: January 23, 2020

Company Description: From humble beginnings in 1985 as a two tug-and-barge operation, to introducing the world’s first LNG-powered containerships, TOTE Maritime’s commitment to the people of Puerto Rico has never wavered. Offering twice-weekly scheduled sailings from the Port of Jacksonville to San Juan Puerto Rico, plus service to St. Thomas. Our employees embody commitment, dedication and teamwork. Whether you are looking for a shipboard position or career that keeps your feet on the ground in Puerto Rico, Florida or our U.S. Virgin Island terminals - TOTE Maritime offers a competitive compensation package and an environment that supports your career development, recognizes your achievements and has a keen respect for work-life balance.

Description:

  • Full Time
  • Anywhere

TOTE Maritime Puerto Rico

Purpose of Job:

 The TOTE Maritime Puerto Rico Customer Service Specialist position is responsible for taking a leadership role in communicating transactions for all accounts.

To apply for this job please visit recruiting.ultipro.com.

Responsibilities:

  Main Duties and Responsibilities:

  • Includes all aspects of customer service functions to include creating bookings, tracking shipments, coordinating equipment and dispatch functions, facilitating paperwork for documentation, etc.
  • Ensure high level customer satisfaction with all TOTE Maritime PR transactions.
  • Generate Specific individualized reports, as required by customers via SQL and CargoWise.
  • Representing shipper's interest with other departments, such as, equipment control, dispatch, pricing and operations, etc.
  • Coordinating transfer loads and appointments when necessary.
  • Tracking and coordinating loads with customers and operations department.
  • Continual communication with respective sales representatives.
  • Provides support to Booking, VMR, Shipment Services, Fleet and Inland groups.
  • Respond to each customer contact with courtesy and professionalism (telephone, email, etc.)
  • Build and enhance customer relationships at every touch point for customers.
  • Research, follow-up and resolve customer problems in a timely fashion.
  • Communicate, follow-up with customers, sales and internal departments to resolve problems.
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Creates and maintains customer accounts by recording and updating account information.
  • Resolves product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepares product or service reports by collecting and analyzing customer information.
  • Contributes to team effort by accomplishing related results as needed.
  • Prioritize multiple tasks to ensure urgent problems are resolved quickly.
  • Reduce service failures and costs providing accurate information in a timely manner.
  • Provide information to customers related to sailing schedules, equipment availability, container status, routing, rates etc.
  • Inform customers of the applicable policies, regulations and rules that affect the shipment.
  • Promote electronic ways of doing business with TOTE Maritime PR.
  • Identify innovative ways to improve our department business model and carry out Continuous Improvement practices whenever possible.
  • Observe all company and department rules, requests, and procedures.
  • Build positive and collaborative relationships with internal employees and internal departments on a continuous basis.
  • Participate in and promote company and department initiatives.
  • Pursue continual learning pertaining to industry standards, regulatory requirements and general industry training.
  • Identify personal mistakes or errors in bookings processes and proactively work to avoid re-occurring errors by yourself and your department.
  • Support the TEAM TOTE approach and company values in delivering consistent, value-added services to our customers with professionalism.

Requirements:

Skills:

  • Bilingual English/Spanish preferred.
  • A general understanding of Logistics Industry, Transportation Industry, Shipping Industry or equivalent knowledge is preferred.
  • Candidate should have experience dealing with customers and an ability to provide examples of how they displayed superior customer service experiences to their customers in prior roles.
  • Candidate must have a strong knowledge of Microsoft Excel, Outlook, accurate data entry and a general competency in understanding computer systems.
  • Candidate must demonstrate an ability and capacity to learn new systems and processes within a high impact, high volume, and high demand call center.
  • Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking, Meeting Sales Goals, Self-Confidence, Presentation Skills, Client Relationships, Motivation for Sales, Accountability, Ability to work independently with little or no direction from the team and managers.

Education:

High school diploma required, Associates Degree or Bachelor’s Degree preferred.  Five or more years of customer service experience, with three years of transportation experience preferred.