Customer Service Representative
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Lombard, IL 60148
Page 1 of 2
JOB TITLE: Customer Service Representative - Chicago
Customer Service Supervisor / Manager / Regional Sales Mgr and/or Regional VP
Provides guidance to customers and general information pertaining to requirements for exports to the countries we service. Rates variations by commodity, Shipper Export Declarations (SEDs), etc. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Please note applications out of the geographic region for position applied will not be considered
Possess 2 years of experience in Customer Service.
High School Diploma or Equivalent
Basic to Intermediate Computer skills (in programs such as MS Word & Excel).
Strong organizational skills and ability to multitask.
Ability to work with limited supervision and strong initiative.
Ability to communicate (read and write) effectively in a business environment.
Ability to think logically and follow procedures and instructions.
Ability to prepare a variety of reports.
Ability to establish and maintain effective working relationships with customers and fellow employees.
The ability to respond to common inquiries relating to the areas of countries of service assigned.
Ability to work extended hours, weekends, holidays as needed.
Industry related experience in customer service, traffic and/or rates
DUTIES AND RESPONSIBILITIES:
Receive, research and respond to customer inquiries and requests promptly and efficiently; offer customer alternatives to unresolved problems.
Have complete knowledge of companys services and aspects of department.
Attend to high volume incoming phone calls.
Profiles and identifies accounts.
Ability and knowledge to quote various types of rates (port-to-port, intermodal, over the road, railroad, transshipment) and effectively work with pricing department in developing rates as per customers needs.
Keep abreast of M/V changes or related issues as they pertain to areas of responsibility (countries in charge of), always maintaining close communication with customer base.
Keep abreast of tariff changes, including any new regulations and changes in rate applicability.
Track shipments in transit or documentation through proper channels, as needed.
Serve as liaison between customers and pricing department.
Serve as liaison between customers and out ports and regional offices.
Mild contract rate negotiations.
Back-up to Data Entry and Administrative duties as needed.
Responsible for contacting customers and for the rating of bills of lading.
Perform related duties as assigned.
While performing the duties of this job, the employee is regularly required to use his fingers.
The employee frequently is required to talk and/or hear.
The employee is continuously required to sit.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Report safety hazards
Immediately report incidents involving injury, illness, or property damage
Wear protective PPE (Personal Protective Equipment) as instructed or necessary
Comply with all company safety policies, procedures, and rules
Refuse any unsafe task or operation
Participate in safety meetings and training
Be constantly aware of their personal safety and that of their coworkers
SUPERVISION RECEIVED AND EXERCISED:
Receives direct supervision from the Customer Service Supervisor and the Customer Service Manager and indirect supervision from the Regional Sales Manager and/or VP. Does not exercise supervision over any other position.
Indoors office. Exposed to controlled temperature and office environment.
The noise level in the work environment is usually busy (many phones in open cubicles).
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Revised by: ______________________________ ________________________
Print Name/ Job Title Signature
Revision Date: __________________
Job Description: Customer Services Representative 09/13/19 PPC