Customer Service Representative, Seafreight Logistics

Job description

The Customer Service Representative (CSR) is a hands on role, handling sea freight shipments, liaising with customers and ensuring that freight is collected and delivered on time.

Your Role

The CSR is responsible for developing and maintaining strong relationships with customers and is essential in ensuring that they are satisfied and that their needs are met. The CSR will work collaboratively with internal colleagues, resolving issues that may arise, providing proactive solutions and driving continuous process improvement. The candidate will provide front line activity and be based in our Toronto office.

Your Responsibilities

·  Provide first level, front line communication to clients and Kuehne + Nagel offices to meet customer service and administration requirements. Communicate in a proactive, prompt, professional manner;
·  Pursue continuous improvement opportunities;
·  Liaise with sales team in order to understand customers’ needs and expectations;
·  Support the SOP / CP (customer profile) creation within KN organization and update the system Business Profile;
·  Maintain frequent contact and visit customer(s), participate in customer meetings and Quarterly Business Reviews as required;
·  Develop new business opportunities in conjunction with the local sales team;
·  Ensure all documentation processing is performed according to client requirements in an accurate and timely manner;
·  Ensure customer quotations are available, review selling and buying rates to maximize GP;
·  Arrange bookings as per customers’ requirements and communication for specific client service requests;
·  Document, investigate and resolve customer concerns in a timely fashion, document shipping errors;
·  Prepare and distribute customer tracing reports, Coordinate KPI reports;
·  Arrange for customer payment of transportation, storage and any other related charges;
·  Arrange for insurance coverage for cargo.  Gather  customer claim documents and facts if claim is involved; 
·  Close and review file to ensure all internal processes are adhered to;
·  Follow policies, procedures, standards, and ensure compliance with transport regulations;
·  Review Work Instructions periodically and update as required to reflect changes and ensure compliance with the QMS/ISO;
·  Other duties as may be assigned from time to time by the Company.

Your Skills and Experiences

·  College diploma or University degree in business, Transportation Administration or International Commerce preferred;
·  2+ years’ experience in the Freight Forwarding / Transportation industry operations or customer service;
·  Excellent customer service experience;
·  Excellent communication skills (both oral and written);
·  Working knowledge of Incoterms and payment terms;
·  Effective communication and interpersonal skills with the ability to actively listen;
·  Ability to follow defined procedures and standards while learning new tasks, assignments, and processes;
·  Strong organizational and time management skills required, including the proven ability to work in a fast-paced environment with time-sensitive deadlines
·  CIFFA I + II certificates is considered an asset;
·  Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel).
","industry":"Logistics","datePosted":"2020-08-20T00:00:00.000Z