Customer Service Representative - Import

This position provides exceptional support to clients regarding import shipments by responding promptly and accurately to inquiries received through the US – CS Import queue in Dynamics, phone, or email. The role is responsible for addressing shipment-related questions and issues, maintaining accurate transaction logs, properly categorizing Dynamics cases, and ensuring all required information is captured to support data integrity and management analysis. The position also maintains established productivity and service standards in alignment with the Manager and Company expectations.

Key Responsibilities

• Resolving cases and answering calls promptly and accurately using Dynamics and 8x8 systems.
• Ensuring that cases are categorized and include the necessary information according to the subject matter.
• Redirecting inquiries to the appropriate parties if Import Customer Service is unable to provide a correct response.
• Completing assigned tasks before taking breaks, lunch, or ending the workday.
• Ensuring that all inquiries are handled and followed through until resolution to ensure good customer experience (CX).
• Maintaining productivity and service level standards as set by the Manager and the Company.
• Ensuring that quality standards are met for all inquiries handled.
• Maintaining a high standard of professionalism in all interactions with internal and external customers.
• Collaborate closely with the Import Customer Service Management to align goals and initiatives.
• Foster a collaborative environment within the ICS team and other divisions to enhance overall performance.
• Communicate effectively with team members, providing clear guidance and support Perform other duties as assigned by management to support the overall objectives of the ICS team.