Promote positive relationships by ensuring excellent, timely and proactive customer service at all times and in conjunction with other departments and third parties while monitoring the quality of service produced by the team.
Establish detailed profiles and procedures that properly represent import processes.
Receive, review and process high-volume and/or complex import transactions for clients, including booking, billing, classifications, processing data through the Company’s system and obtaining consular releases as well as other government agency releases as appropriate
Check shipments in the warehouse as needed to ensure that the shipping documents correspond to the actual shipments.
Process bills of lading and provide clear instructions to the team for handling each shipment.
Ensure shipments of hazardous materials are checked and processed in accordance with all applicable regulations under the International Air Transport Association, Code of Federal Regulations.
Create quotations for individual shipments, including estimating prices for the shipper, selecting transportation companies to use and setting profit margins for individual shipments.
Adhere to all domestic and international shipping regulations, communicating changes in domestic and foreign regulation procedures to client, co-workers and third parties in a clear, concise and timely manner.
Identify transactions and tasks that require special handling, recommend improved processes to management and implement resolutions within assigned scope of responsibility.
Identify, investigate and resolve all areas of client concern in a timely and proactive manner by monitoring team performance against Company and client standards. Alert client to special areas of concern or potential problems in the shipping process.
Job skills & specifications
Past customer service experience is required, as work entails extensive phone contact with carriers and other parties concerning the air import process.
Knowledge of domestic and international geography including countries and major cities.
Above average written communication skills to compose complex letters regarding issues and resolutions.
Must have the ability to edit and proof business correspondence and reports along with the
ability to organize, prepare and assemble documents or reports containing data from several sources.
Excellent analytical skills to recognize, circumvent and resolve problem situations.
Math skills to be able to provide timely estimates to customers, along with knowledge of formulas with regard to converting both currency and dimensions.
The ability to analyse complex details to resolve complex shipping issues for the client.
The ability to use Company-standard software for word processing (Word), spreadsheets (Excel) etc. in order to generate reports, charts and graphs as applicable.