Job Description

Customer Service Representative, Import

WHAT YOU'LL BE DOING

This position will provide exceptional customer service, logistical support, and value add services for the FCL import product. This includes delivering prompt and competitive rate quotes as well as managing complete and accurate bookings and arrival notices. Consistent professional communication skills with customers, and overseas offices/agents.

ESSENTIAL RESPONSIBILITIES INCLUDE:

• Review SOP’s, follow the handling instruction and update when changes are required.
• Process rate inquiries timely to customers and overseas offices/agents
• Follow-up and document feedback on all rate quotes.
• Coordinate with overseas to process bookings
• Process arrival notices and arrange payments to vendors in a timely manner
• Ensure that the ISF and AMS are filed Before the ETD in a timely manner
• Track and trace Import shipment from departure to arrival
• Ensure all communication with internal and external customers is updated timely
• Proactively manage shipments and identify problems to avoid extra fees/fines or extra charges.
• Communicate with customers to provide options that will help to mitigate any fees/fines or extra charges
• Communicate effectively with Import Manager, Import Team and other department team members
• Liaise between customs broker & consignee to avoid cargo going into General Order
• Pre-audit files to ensure all agent credit/debit notes are obtained and correct.
• Always demonstrate professionalism to others across all communication platforms (i.e. Phone, Email, Skype, Webex).
• Liaise with Vendors to resolve any disputes.
• Assist with day to day tasks in the absence of a team member.
• Make sure any service failures have been communicated with the Import Manager

Complete tasks and projects as assigned by management.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

High School Diploma; associate degree preferred

Preferred Transportation experience

Related Customer Service experience; (5) years of experience preferred

Exceptional work ethic, team mentality, positive attitude; outstanding verbal and written communication skills

Proficiency In MS Office suite, including Excel, Word, PowerPoint

WE ARE VANGUARD

We are an industry stalwart and a true innovator. We work with our customers to make doing business easier and more profitable. We are a values-driven organization with an objective to sustain sector leadership, always with the aim to create Happy Customers, Happy People, and Happy Shareholders. Day-to-day, we work together to take care of our customers and each other, challenging ourselves to exceed our goals, and thinking ahead to anticipate our customers' future needs.

We set the standard. Come join us--we're looking for people just like you.

Vanguard is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. We're working to challenge the status quo with the power of diversity, inclusion and collaboration.

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