Customer Service Officer, San Juan Puerto Rico

Job Overview

Ensure timely response to customer’s general requests of Export and Import lifecycle case management. Provide red carpet service to the Group’s customers, offering a personalized level of support according to the treatment level.

· Monitor and attend customer cases based on set priority or Service Level Agreement.

· Attend phone calls for general customer service (import/ export) inquiries.

· Perform basic compliance check prior release arranged by agency.

· Add charges for extra services, local charges including storages and informs estimated time of departure and distribute invoices.

· Communicate arriving or departing door moves to the team. Upon cargo release, notify and coordinate with customer for inland delivery.

· Handle Import and Export cargo release upon request.

· Pre-Arrival Notification to customers via email. Print “Customs BLs” and Manifests and send to Agents.

· Invoice accrued Demurrage charges to import customers.

· Receive and escalates demurrage discount request, free time, and shipments cancellation.

· Inform customer of relevant information in a timely manner regarding their shipments and maintain excellent communication with customer through import and export cycle.

· Handle customer exceptions requests, customer special demands, unexpected shipment disruptions, issues, complaints and provide appropriate solutions with alternatives within committed timelines.

· Manage lifecycle case management and dispatch cases to back-office team.

· Case ownership through the entire lifecycle of interactions with customers and must not be forwarded to other departments.

· Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues within service level agreement.

· Other functions related to the position.

Qualifications

· Bachelor student, undergraduate from Business Administration, International Business and Industrial Engineering.

· 3 years of experience in customer service or logistics preferable

· Basic Excel

· Intermediate or advanced English.

· Proactive, strong verbal and communication skills, Customer Service oriented..

o  Live in San Juan, Puerto Rico.