Customer Care Specialist-Freight

2 weeks ago

Seattle, United States Partners Personnel Full time

Job Description: Customer Care Specialist – Air Freight in SeaTac, WA full time, TTH, 100% onsite with a compensation of $26.00/hr.+ D.O.E.


Your Role

The Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues


Job Responsibilities:

  • Client contact, ensure quality service is provided to customer & Customer Data Management: Maintenance and integration of customer data in system
  • Ensures prompt and accurate, booking, documentation and invoicing;
  • Problem identification/ resolution, immediate reporting to manager, divisional manager or branch
  • Maintain lines of communication with clients, vendors and international operations contacts,
  • Work in accordance with QSHE working instructions and procedures
  • Support the business implementation on operational level to meet customer expectations
  • Assist with monitoring of performance (sub-contractors, productivity, quality of service, incident management by applying root cause method and corrective actions
  • Manage the movement of customer cargo into the United States in accordance with organizational policy and procedure ensuring compliance with relevant local, country and international law and processes
  • Give input regarding existing process, procedures and working environments to improve and advance the service level to the customer, profitability of file
  • Assure proper information flow with sales on changes and/or problems with external customers, with specific focus on Air Freight Forwarding concerns
  • Provide timely responses to external/internal customers and other branch offices
  • Insure accurate documentation is maintained in e-file (customs, compliance, communications, accounting)
  • Be technically competent and well informed of changes in customer service requirement and regulatory matters
  • Assure complete and accurate billing of files in accordance with corporate / Customer rate file
  • Report inconsistencies between Customer Profiles and rate structure
  • Visit customers whenever required to improve communication and service
  • Provide feedback in reference to vendors’ compliance with service standards and requirements as per contract terms
  • Responsible for FSL transactions including correct GP reporting and decision taking on closing, accrual and defer status
  • Additional responsibilities may be given in accordance with supporting a specific department/division and/or employee may be tasked with specific, individualized assignments.


Minimum Requirements

  • 2-4 years of freight forwarding/3PL experience
  • Thorough knowledge and understanding of Air freight product / environment
  • Support both customers and internal stakeholders to ensure satisfaction and service excellence
  • Self-starter with good judgment and can proactively manage up where appropriate
  • Accountable for results, strives to meet and exceed expectations
  • Time management/prioritization and follow-up skills
  • Outstanding organizational and multitasking abilities
  • Active listener with excellent communication skills
  • Proficient in MS Office products/ fully computer literate

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