Customer Service Representative Support: International Job at Langham Logistics
Summary
The International Customer Service Representative Support contributes to meeting Langham goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their international freight (both import and export, air or ocean) with high visibility at all times regarding the progress on the freight. The CSRS is ultimately responsible for on-time error-free deliveries of the freight.
Activities include front-line support, daily compliance, booking, tracking, customs filing and/or customs interface with broker, routing, rating, and accruing every shipment. Activities and work hours may fluctuate in response to daily demands and the needs of the department. The CSRS is expected to be cross-trained on all trade lanes, customers and modes of transportation. The CSRS will also support the quoting of some trade lanes. An International CSRS may be responsible for any or all of these activities depending on previous experience and/or performance in the department.
Evaluation of performance
Performance will be evaluated based on meeting the requirements of the job description; meeting performance metrics and other quality indicators established for this position; working according to specifications, policies, and standards established by Langham; working effectively in a team environment; and providing a high level of internal and external customer service.
Performance metrics
Performance metrics for this position will be established annually based on:
Profit margin (percent), on-time performance, revenue/employee, profit/employee, absenteeism.
Key outcomes expected
Ensure customers' shipments arrive at their destinations according to schedule and customer requirements:
Take incoming customer calls, faxes, e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system .
Determine the most effective routing channels based on shipment sensitivity.
Identify preferred carrier based on shipment profile, book according to the most efficient manner and according to booking guidelines.
Efficiently manage and communicate crucial time-sensitive information to carriers and agents in order to meet customer requirements.
Work with carriers and track loads to ensure their progress in meeting scheduled delivery dates.
File customs in a timely fashion.
Comply with customer's paperwork requirements.
Submit instructions on time.
Dispatch carriers on time.
Notify the customer of any issues that may arise during the transportation of their goods, including delays.
Provide timely response to customer questions and concerns. Investigate and resolve customer issues and complaints.
Ensure compliance with company processes for managing, tracking, and completing customer orders. Ensure all internal activities performed adhere to Langham quality and process procedures.
Represent Langham Logistics:
Provide courteous, professional service to both internal and external customers.
Present a positive image of Langham to both internal and external customers.
Resolve escalation of customer and/or carrier issues that cannot be effectively handled by International personnel.
Critical skills, knowledge, and behaviors
Demonstrates knowledge of Incoterms and international trade sale terms.
Demonstrates effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions).
Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles (e.g. ownership, senior management, company employees, customers, etc.).
Demonstrates customer service orientation.
Proactive in anticipating and alerting others to problems with projects or processes. High detail orientation and accuracy.
Takes initiative and needs little supervision.
Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely.
Familiarity with carrier websites, International booking, Filing, and Documentation requirements for both Import and Export shipments.
Experience, education, degrees
B.S. / B.A. degree is preferred or 2-4 years working experience in a comparable position in the international transportation/logistics industry such as but not limited to ocean freight, air-freight, incoterms, container trucking, and import clearance. Iata or IMDG Dangerous Goods Certified will be a plus.
Physical demands
Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones.
Work environment
Work is performed in an office environment.
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
The International Customer Service Representative Support contributes to meeting Langham goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their international freight (both import and export, air or ocean) with high visibility at all times regarding the progress on the freight. The CSRS is ultimately responsible for on-time error-free deliveries of the freight.
Activities include front-line support, daily compliance, booking, tracking, customs filing and/or customs interface with broker, routing, rating, and accruing every shipment. Activities and work hours may fluctuate in response to daily demands and the needs of the department. The CSRS is expected to be cross-trained on all trade lanes, customers and modes of transportation. The CSRS will also support the quoting of some trade lanes. An International CSRS may be responsible for any or all of these activities depending on previous experience and/or performance in the department.
Evaluation of performance
Performance will be evaluated based on meeting the requirements of the job description; meeting performance metrics and other quality indicators established for this position; working according to specifications, policies, and standards established by Langham; working effectively in a team environment; and providing a high level of internal and external customer service.
Performance metrics
Performance metrics for this position will be established annually based on:
Profit margin (percent), on-time performance, revenue/employee, profit/employee, absenteeism.
Key outcomes expected
Ensure customers' shipments arrive at their destinations according to schedule and customer requirements:
Take incoming customer calls, faxes, e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system .
Determine the most effective routing channels based on shipment sensitivity.
Identify preferred carrier based on shipment profile, book according to the most efficient manner and according to booking guidelines.
Efficiently manage and communicate crucial time-sensitive information to carriers and agents in order to meet customer requirements.
Work with carriers and track loads to ensure their progress in meeting scheduled delivery dates.
File customs in a timely fashion.
Comply with customer's paperwork requirements.
Submit instructions on time.
Dispatch carriers on time.
Notify the customer of any issues that may arise during the transportation of their goods, including delays.
Provide timely response to customer questions and concerns. Investigate and resolve customer issues and complaints.
Ensure compliance with company processes for managing, tracking, and completing customer orders. Ensure all internal activities performed adhere to Langham quality and process procedures.
Represent Langham Logistics:
Provide courteous, professional service to both internal and external customers.
Present a positive image of Langham to both internal and external customers.
Resolve escalation of customer and/or carrier issues that cannot be effectively handled by International personnel.
Critical skills, knowledge, and behaviors
Demonstrates knowledge of Incoterms and international trade sale terms.
Demonstrates effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions).
Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles (e.g. ownership, senior management, company employees, customers, etc.).
Demonstrates customer service orientation.
Proactive in anticipating and alerting others to problems with projects or processes. High detail orientation and accuracy.
Takes initiative and needs little supervision.
Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely.
Familiarity with carrier websites, International booking, Filing, and Documentation requirements for both Import and Export shipments.
Experience, education, degrees
B.S. / B.A. degree is preferred or 2-4 years working experience in a comparable position in the international transportation/logistics industry such as but not limited to ocean freight, air-freight, incoterms, container trucking, and import clearance. Iata or IMDG Dangerous Goods Certified will be a plus.
Physical demands
Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones.
Work environment
Work is performed in an office environment.
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.