Customer Service Specialist

POSITION PROFILE (Job Summary)

This position is responsible for managing customer relationships and providing excellent customer service by monitoring and accommodating customer needs, creating and managing bookings, providing problem resolution, producing reports, tracking cargo and coordinating equipment.

Essential Job Responsibilities AND Results

• Create and update bookings, bills of lading and transport bookings.
• Assign customer booking(s) to a designated TOTE Maritime Alaska vessel.
• Answer customer questions regarding vessel sailing or other operational requirements.
• Track cargo and provide tracking information to customers.
• Research and resolve customer issues and answer customer questions.
• Inform customers of applicable policies, schedule updates and regulations related to shipment.
• Arrange logistics spots, transloads, deliveries and pickups.
• Monitor and correct all Web and EDI bookings.
• Call on customers to develop customer relationships.
• Create temporary organizations and add new contact information to existing organizations.
• Run and audit various reports for customers and internal use.
• Build positive, collaborative relationships with internal employees and departments.
• Provide support throughout the department.
• Perform accurate and efficient data entry/keyboarding.
• Assist Documentation in getting signed bills of lading, scanning and attaching.
• Report on developing market conditions, service issues and competitive activities.
• Effectively perform additional duties, as assigned.

Qualifications (Education, Experience and Certifications)

• Associate's degree required (this requirement may be waived with at least three years comparable experience in the transportation industry).
• Three to four years customer service or billing experience, preferably in transportation.

KNOWLEDGE, Skills And Abilities

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Good math skills.
• Good organizational skills.
• Must be a team player.
• Ability to multi-task and prioritize.
• Ability to work with little or no supervision.
• Ability to work flexible hours, including evenings and weekends, as required.
• Computer literate, with the ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel) and E-service center & E-commerce web-based applications.

JUDGEMENT

• Independent judgment and work prioritization skills in a high pressure environment, while simultaneously managing various work assignments.

Demonstrated ability to communicate effectively and maintain excellent communication and working relationships with employees, customers, and coworkers.

STRESS ON THE JOB

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Most work requires normal physical effort.

MANUAL DEXTERITY

Requires moderate use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda and other similar documents.

Competencies can be found in UltiPro under the Careers/Employment Tab

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The salary range is $40, 000-67,100, with an expected target salary of $52,000. Pay will be based on several factors including the candidate's education, work experience, work location and specific job duties.

As part of the team, full-time employees will receive a comprehensive benefits package, which includes health, dental, vision, life insurance, short term disability, employee assistance program, 401(k) with company match and discretionary funding, tuition reimbursement, supplemental parental leave, jury duty, and bereavement leave. Full-time employees will receive a minimum of 10 days' vacation, 10 days sick, 10 days paid holidays and one floating holiday every 12 months. In addition, we offer an annual discretionary bonus (based on eligibility).