Customer Service Representative

hace 5 días


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

We are seeking a highly skilled and proactive professional to provide exceptional customer service, ensuring timely responses to general requests related to Export and Import lifecycle case management.

Main Responsibilities:
  • Monitor and attend customer cases based on set priority or Service Level Agreement.
  • Attend phone calls for general customer service inquiries regarding import/export transactions.
  • Perform basic compliance checks prior to release arranged by relevant authorities.
  • Add charges for extra services, local charges including storage, and inform estimated time of departure and distribute invoices accordingly.
  • 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 from customers.
  • Pre-Arrival Notification to customers via email. Print "Customs BLs" and Manifests and send to Agents for further action.
  • Invoice accrued Demurrage charges to import customers in a timely manner.
  • Receive and escalate demurrage discount requests, free time, and shipments cancellation notifications from customers.
  • Inform customers of relevant information regarding their shipments and maintain excellent communication through the entire import and export cycle.
  • Handle customer exceptions requests, customer special demands, unexpected shipment disruptions, issues, complaints, and provide appropriate solutions within committed timelines.
  • Manage lifecycle case management and dispatch cases to back-office teams for further processing.
  • Case ownership throughout the entire lifecycle of interactions with customers and must not be forwarded to other departments.
  • Answering customer inquiries: Responding to customer calls, cases, or chat messages to provide support, answer questions, and resolve issues within service level agreements.
Key Qualifications:
  • Bachelor's degree in Business Administration, International Business, or Industrial Engineering.
  • At least 3 years of experience in customer service or logistics (preferable).
  • Basic Excel skills for data analysis and record-keeping.
  • Intermediate or advanced English proficiency for effective communication.
  • Proactive, strong verbal and communication skills, Customer Service oriented approach.


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