Customer Service Office Specialist

hace 1 día


San Juan, San Juan, Puerto Rico Search Latam A tiempo completo

**About the Role**

We are seeking a skilled Customer Service Office Specialist to join our team at Search Latam. This role will be responsible for providing exceptional customer service, ensuring timely responses to customer inquiries, and managing import and export lifecycle case management.

**Responsibilities:**

  • Monitor and attend customer cases based on set priority or Service Level Agreement.
  • Attend phone calls for general customer service (import/export) inquiries.
  • Perform basic compliance checks prior to release arranged by agency.
  • Add charges for extra services, local charges including storage, and inform estimated time of departure and distribute invoices.
  • Communicate arriving or departing door moves to the team. Upon cargo release, notify and coordinate with customers for inland delivery.
  • Handle Import and Export cargo release upon request.
  • Pre-Arrival Notification to customers via email. Print 'Customs BLs' and Manifests and send to Agents.
  • Invoice accrued Demurrage charges to import customers.
  • Receive and escalate demurrage discount requests, free time, and shipments cancellation.
  • Inform customers of relevant information in a timely manner regarding their shipments and maintain excellent communication with customers through import and export cycles.
  • Handle customer exceptions requests, customer special demands, unexpected shipment disruptions, issues, complaints, and provide appropriate solutions with alternatives within committed timelines.
  • Manage lifecycle case management and dispatch cases to back-office teams.

**Requirements:**

  • Bachelor's degree in Business Administration, International Business, or Industrial Engineering.
  • 3 years of experience in customer service or logistics (preferable).
  • Basic Excel skills.
  • Intermediate or advanced English.
  • Proactive, strong verbal and communication skills, customer service-oriented.


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