Phoenix, AZ

Customer Service Executive

Job Description

Role & Responsibilities:

Coordinate and communicate with shippers, truckers, carriers and overseas offices for processing export/import shipments, including arranging for cargo collection and inland transportation, booking, document preparation (bill of lading, billing invoice, certificate of origin, POD, DN and/or AES if applicable), forwarding, follow up with tracking and tracing as requested by clients, data quality compliance, problem identification/resolution where capable/authorized.
Responsible to ensure quality of documents incl. match between data entry and documents, proof reading of commercial documents and BOL/AWB
Immediately report operational irregularities to supervisor and direct manager if it cannot be resolved at desk levels
Ensure instructions of temperature-sensitive, time-sensitive, OOG shipments handling is properly communicated from end-to-end.
Work with operation, sales and control tower team on Account implementation, ensuring a smooth transition from sales to operation.
Initiate and resolve any rate discrepancies, billing discrepancies to enforce compliance with SOW, MSA, RFQ, SLA and SOPs
Monitor shipment profitability including validation of buying vs selling rates, reporting deviations to P/L (owners) if it’s not resolvable at desk level
Handle and manage all customer contact at file level regarding exceptions
Increasing customer service satisfaction and business share through proactive and regular customer contact

Qualifications:

3+ years working experience in forwarding industry, solid knowledge of export/import process of The Americas region
Excellent communication skills both verbal and written are required.
Ability to work independently as well as part of a team
Good planning, problem-solving and organization skills; ability to multitask and be a self-starter
Must be detail-oriented, thorough, accurate and have the ability to efficiently solve problems with strong PC skills.
Proficient in MS Office Applications
With experiences handling clients in technology, semiconductor sectors would be a plus
Candidates able to speak in Mandarin would be a plus.

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