Customer Service Coordinator II

Overview

Salary Range: $49,549-$78,728

 

Position Summary

 

The Customer Service Coordinator manages Air and Ocean Import or Export shipments ensuring effective customer service, accurate shipment processing, timely deliveries and troubleshooting errors.

 

The position is located in either the Import or Export department of “super” or “large” sized branches in the International Division of YLA.

Responsibilities

Essential Duties and Responsibilities

 

Support Sales 

• Prepare and present proposals, quotes and recommend services based on customer needs.
• Obtain rates from our vendors for competitive quotes

Create and maintain operational SOPs and conduct internal audit for assigned accounts, as needed.

• Act as the primary point of customer contact in the assigned account:

• Primarily responsible for providing effective customer service for all internal and external customers by utilizing in-depth knowledge of operational (import or export) processes.
• Manage customer relationship in assigned accounts.
• Proactively provide shipment status and notify customers of any delays regarding arrival, delivery or dispatch of shipments.
• Prepare daily, weekly and monthly reports for the assigned accounts.
• Ensure Standard Operating Procedures are available for each account serviced. Follow SOP in performance of all operational processes.

• Coordinate timely shipments at optimal cost and to customer satisfaction:

• Proactively ensure current pricing information is available for all shipments before making necessary bookings.

• Co-ordinate with overseas offices, agents, customers and domestic vendors for timely shipments in assigned accounts.
• Works with management to provide quotes for customers
• Problem Resolution :

• Address customer concerns, trouble shoot errors, provide timely feedback on service failures and follow up on escalations.
• Review exception reports regularly, identify and resolve discrepancies.

 

 

• Provide back-up support in assigned departments.
• Performs other duties as assigned

Qualifications

• High School Diploma or GED plus three to five years related experience in air and ocean Import or Export operations is required.
• Knowledge of import /export regulations, domestic transportation modes and providers is required. An equivalent combination of education and experience may be considered.

 

• Experience providing customer service to internal and external customers, including meeting quality standards for customer services.
• Knowledge of import and export regulations, domestic transportation modes and providers.
• Must be able to work independently with minimal supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
• Ability to read, analyze and interpret verbal and written requests and directions. Must have the ability to compose letters, memos, emails and other written documentation clearly and concisely.  Be able to present one’s self in a highly cooperative and professional manner with both internal and external customers, vendors, and government officials.
• Must have working knowledge of Windows operating system and be proficient in Microsoft software applications (i.e., Word, Excel, Outlook, and PowerPoint.)

 

 

 

 

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

 

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Standard 10 days PTO 
• Eligible for bonus plan
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resourc