Customer Service Specialist

POSITION PROFILE (Job Summary)

This role is responsible for managing customer relationships and delivering exceptional customer service. Key responsibilities include monitoring and addressing customer needs, creating and managing bookings, resolving issues, generating reports, tracking cargo, and coordinating equipment. Additionally, the position involves cross-training with supporting departments to enhance collaboration and provide comprehensive support to all Service Excellence teams.

Essential Job Responsibilities AND Results

• Create and update bookings, bills of lading and transport bookings.
• Assign customer booking(s) to a designated TOTE Maritime Alaska vessel.
• Answer customer questions regarding vessel sailing or other operational requirements.
• Track cargo and provide tracking information to customers.
• Research and resolve customer issues and answer customer questions.
• Inform customers of applicable policies, schedule updates and regulations related to shipment.
• Arrange logistics spots, transloads, deliveries and pickups.
• Monitor and correct all Web and EDI bookings.
• Call on customers to develop customer relationships.
• Create temporary organizations and add new contact information to existing organizations.
• Run and audit various reports for customers and internal use.
• Build positive, collaborative relationships with internal employees and departments.
• Provide support throughout the department.
• Perform accurate and efficient data entry/keyboarding.
• Collect and attach signed bills of ladings to bookings.
• Report on developing market conditions, service issues and competitive activities.

• Cross-train with supporting departments to better support all Service Excellence teams.

• Effectively perform additional duties, as assigned.

Qualifications ( Education, Experience and Certifications)

• Associate’s degree required (this requirement may be waived with at least three years comparable experience in the transportation industry).
• Three to four years customer service or billing experience, preferably in transportation.

KNOWLEDGE, Skills And Abilities

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Good math skills.
• Good organizational skills.
• Must be a team player.
• Ability to multi-task and prioritize.
• Ability to work with little or no supervision.
• Ability to work flexible hours, including evenings and weekends, as required.
• Computer literate, with the ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel) and E-service center & E-commerce web-based applications.

JUDGEMENT

• Independent judgment and work prioritization skills in a high pressure environment, while simultaneously managing various work assignments.

Demonstrated ability to communicate effectively and maintain excellent communication and working relationships with employees, customers, and coworkers.

STRESS ON THE JOB

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Most work requires normal physical effort.

MANUAL DEXTERITY

Requires moderate use of personal computer (word processing and spreadsheets) for compiling reports, statistical data, composing memoranda and other similar documents.

The salary range is $34,800-61,000 with an anticipated hiring range of $48,000-55,000. Pay will be based on several factors including the candidate’s education, work experience, work location and specific job duties.