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LCL Customer Service Representative

1 month ago

Downers Grove, Illinois, United States CRAFT MULTIMODAL USA LLC Full time
Job Overview

Craft Multimodal USA LLC is seeking a highly skilled LCL Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients shipping less-than-container loads (LCL) within the logistics industry.

Key Responsibilities

Customer Interaction:

  • Provide accurate quotations based on shipment requirements, including rates, transit times, and delivery options.
  • Serve as the primary point of contact for LCL clients, addressing inquiries, shipment status updates, and general concerns via phone, email, or other communication platforms.

Shipment Coordination:

  • Coordinate and monitor LCL shipment from origin to destination, ensuring all required documentation is accurate and complete (bills of lading, customs declaration, etc.).
  • Liaise with carriers, freight forwarders, and shipping lines to schedule pickups and deliveries, ensuring adherence to shipping timelines and customer requirements.

Problem Solving:

  • Address and resolve any issues or delays related to LCL shipments, such as assisting in requesting documentation in advance, customs clearance issues, or delivery problems.
  • Proactively identify potential delays or issues and communicate with customer regarding alternative solutions.

Documentation and Compliance:

  • Ensure all shipping documents are properly processed and comply with international trade laws and regulations.
  • Track and file necessary documents for each LCL shipment, ensuring accurate recordkeeping, and audit readiness.

Customer Satisfaction:

  • Monitor and follow up on customer feedback ensuring clients satisfaction with the service provided.
  • Address any customer complaints promptly, investigating the root cause of issues and implementing corrective measures.

Qualifications:

Bachelor's degree in logistics, or related field is preferred, but equivalent experience in the logistics industry may suffice.

2-3 years of experience in logistics or customer service, preferably in LCL shipping.

Familiar with LCL shipping processes, terminology, and industry standards.

Strong customer service orientation and problem-solving skills.

Excellent communication skills, both written and verbal.

Bilingual proficiency in English, Spanish, and Portuguese is a plus.

Ability to multitask and prioritize in a fast-paced environment.

Proficient in Microsoft Office Applications.

Strong organizational skills and attention to detail.