Operation Customer Service Agent

Ensure the proper and timely movement of freight and information, while providing an exceptional customer service within the team.

• Ensure smooth and timely freight process flow.

• Ensure accurate and timely data entry into our operating system.
• Track and trace files as required.
• Ensure timely shipment flow for customers.
• Interact with our customers in arranging their international shipments, meeting customer service standards.
• Contribute to maintain strong relationships with vendors (airlines, trucking companies, and others).
• Overseas communications, timely responses to emails and requests (internal and external)

• Ensure documents are timely sent to customer or broker for customs brokerage purposes.
• Ensure accurate and timely client and vendors billing.

• Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer’s policies / requirements.
• Understand department process flow, constantly looking for areas of improved efficiency.
• Ensure all customers standard operating procedures are followed and updated in the system.
• Meet KPI standards, as per the company’s procedures.

Personal Development:

• Meets company standards of 52 hours training per year per employee.
• Attend training classes when required, complete mandatory training when required.

Qualifications, Experience and Education Requirements

• 6 months to 1 year related experience and/or training; or equivalent combination of education and experience.
• Understanding of shipment documentation process is a plus.
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Pro-active, strong organizational skills.
• Good computer skills (Excel, Word, PowerPoint).

• Fluent in English.