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Senior Cross-Border Customer Service Agent

2 months ago

Frisco, Texas, United States Transplace Full time

Senior International Customer Service Representative

Job Category: Operations

Requisition Number: CUSTO04152

Job Overview

As a key member of our logistics team, the Senior International Customer Service Representative plays a crucial role in managing specific segments of our operations in collaboration with the international account management team within a dynamic logistics environment.

Key Responsibilities

  1. Actively engage in logistics operations, demonstrating accountability for assigned duties.
  2. Provide customer service logistics support tailored for international account management.
  3. Request and manage international multi-modal ocean and air booking details from various carriers and service providers.
  4. Accurately create shipments and ensure precise data entry of shipment and booking information within our global transportation management system.
  5. Coordinate service expectations and standards with vendors and supply chain partners.
  6. Effectively communicate service-related issues to customers or management through various communication channels.
  7. Monitor and update shipment status information regularly.
  8. Exhibit ownership of responsibilities assigned.
  9. Ensure accurate entry of shipment financial details, including carrier costs and customer fees, into operational software.
  10. Maintain compliance with U.S. regulatory requirements for export and import shipments, with specific training provided.
  11. Keep international customer profiles and relevant information updated in accordance with standard operating procedures.
  12. Analyze customer data for reporting purposes or quarterly business reviews.
  13. Assist in various operational areas as directed.
  14. Participate in cross-training initiatives with team members to foster continuous learning and advancement opportunities.

Required Skills

  • Experienced member of the Logistics Customer Service team.
  • Previous experience with multiple account teams.
  • Intermediate knowledge of export and import processes relevant to customer service representatives.
  • Detail-oriented with a commitment to thorough task completion.
  • Ability to manage multiple tasks in a fast-paced environment, demonstrating assessment, prioritization, and urgency.
  • Basic geographical knowledge of global maps, continents, and countries.
  • Intermediate understanding of transportation modes: road, rail, sea, and air; including exports and imports.
  • Strong verbal and written communication skills.
  • Ability to work independently while being a proactive team player.
  • Adaptable and open to feedback for continuous improvement.
  • Basic proficiency in MS Office applications: Outlook, Word, Excel.

Travel Requirements

This position does not necessitate travel.

Experience and Education

Prior experience in customer service logistics support for international account management is essential. Generally, an Associate's Degree or an equivalent combination of relevant education and experience is required, with a preference for a Bachelor's degree in business, logistics, or related fields.

About Transplace

Transplace is dedicated to surpassing the transportation expectations of our clients across various sectors, including consumer packaged goods, chemicals, petroleum, discrete manufacturing, and retail. Our commitment to global supply chain excellence is reflected in our mission and supported by our core values and leadership.

Equal Opportunity Employer

Transplace is an equal opportunity employer, committed to a diverse workforce where employment decisions are based on individual capabilities and qualifications without discrimination based on race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.