Senior Customer Service Agent

Position Summary
Senior Customer Service Agent responsible for all kinds of shipments, via ocean or air freight, following organizational policies and procedures, and complying with relevant local, country, and international laws and processes. In addition, this role provides Customer Service about: bookings, rates, document production, accounting, agent interaction, and problem-solving.

Job Responsibilities

• Responsible for timely and accurate flow of information and documents for each process, ensuring shipments are picked up and flown as booked from origin around the globe.
• Proactively track all the shipments in-transit and update the status to the customers regarding the shipment arrival time, delays, or any transit issues and ensure delivery of freight to customers in a timely manner.
• Generate the Invoices on time and maintain accurate customer records.
• Provide exceptional Customer Service to both internal and external stakeholders and meet/exceed customer expectations.
• Constantly negotiating with vendors to obtain the most cost-effective rate, and ensuring that these rates are maintained and all export and import activities are conducted lawfully.
• Ensure adherence to the Company Policies, SOP’s and Tariff compliance, along with best practices and efficiencies and maintain accurate data and timely input of data into operating systems (cargowise)
• Provide accurate job costing forecast ensuring all payables, receivables and accruals are set and properly managed per company rules and guidelines
• Other duties as may be assigned

Minimum Required Qualifications

• Bachelor’s degree
• Minimum 5 years of work experience in the freight forwarding industry.
• Knowledge of import and export both ocean and air operations management
• Computer Knowledge is a must (Cargowise a must)
• Good Communication and Customer Service Skills
• Excellent time management skills and should be able to multitask. Capable of managing a healthy amount of stress coming from customer deadlines and unforeseen circumstances.
• Ability to work independently and as part of a team.

Skills and Competencies

• Understanding of International and Domestic entities and programs including but not limited to: TSA, C-TPAT, FMCSA, FMC, IATA.

• Superior verbal, presentation, and written communication skills.
• Demonstrated passion for Customer Service.
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to effectively relate to all levels of employees, and build and maintain successful relationships
• Strong leadership communication skills
• Highly Proficient PC skills - Excel, Word, PowerPoint, email management systems

iDC Logistics Inc. is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws. This commitment extends to all aspects of the company’s employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.

This job description is intended to set forth the core functions required for this position and describe the general nature of the work performed by employees in this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Employees may be assigned additional responsibilities as necessary. The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of the Company’s business, competitive considerations or the work environment changes.