Client Services Representative
Location: West Palm Beach
Company: Tropical Shipping
Employment Type: Full Time
Job Category: Customer Service
Publish Date: March 3, 2019
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.
Responsible for resolving customer service problems and issues. Ensures the highest level of service and customer care by providing accurate quotes and cargo bookings. Serves as primary contact for Client Services Representatives regarding customer issues as well as providing training and updating on process changes.
All duties as defined in the Client Services Representative Job Description, including answering customer questions, providing rate quotes and shipping schedules, explaining services, and making cargo bookings.
Investigates customer problems and coordinates with other departments to resolve issues in a timely manner. Assists CSRs with resolving complex service issues. Advises Client Services Manager of recurring problems and makes suggestions to eliminate future recurrences.
Communicates with customers by telephone to provide cargo shipping status. Collects and processes monies from walk-in customers prior to shipping freight.
Enters information regarding metrics information into database system on a daily basis including bookings, emails, phone calls, etc. Prepares written communications to customer as required.
Acts as liaison between Client Service Representatives and Client Services Manager on departmental issues.
Develops and implements processes and procedures to improve Client Services department functions.
Responds to inquiries from port locations in a timely manner to coordinate client service needs. Communicates with other Tropical departments as necessary to ensure expeditious handling of customer requests.
Runs and reviews reports to ensure booking and billing accuracy.
Remains current on changes at Tropical and/or competitors.
Performs all other duties as requested.
|High School Diploma or equivalent|
|Five to seven years experience in Tropical Client Services and T-link.applications.|
|Valid local driver's license|
|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.|