REPRESENTATIVE, IMPORT DOCUMENTATION (12 month contract)

Position Summary: 

The Client Service Representative – Import Documentation is a complex role that requires individuals to develop a well-rounded set of skills to execute and understand the technical aspects related to the cycle of an import container and be confident to interact with our customers when managing their inquiries. The Import Documentation function is a very detailed protocol that enables a shipment to pass through customs and ultimately be delivered or picked up by our customer. The timeliness and accuracy are paramount to ensure an efficient and positive customer experience. Comprehension on the technical side will enable the Client Service Representative to manage communication and relationships with our customers. Inquiries are vast in scope and vary in complexity to resolve. Simple inquiries are as basic as a track & trace request and as complex and urgent as a change of destination request.

Level of Responsibility

Works independently on individual tasks under high supervision. No direct responsibility for guiding others.

Key Tasks

• Client Service
• Management and resolution of customer inquiries and requests.
• Proper analysis on inquiries to provide a viable solution.
• Due diligence to resolve the inquiry or seek support to resolve.
• Management of escalation process to ensure an optimal customer experience.
• Professional communication through all channels (email and telephone).
• Relationship development with our customer base and global agencies.
• Performance requirements in line with our defined KPIs.
• Support to all internal stakeholders.
• Import Documentation, execution of the documentation protocol for import vessels.
• Management documentation to release of shipments.
• Detailed verification of documentation to ensure compliance requirements.
• Coordination with overseas agencies for resolutions and changes.
• Internal coordination on change inquiries and issue resolution.
• Execution as per internal KPIs.