OCEAN IMPORT CUSTOMER SERVICE SPECIALIST - MUST HAVE OCEAN IMPORT EXPERIENCE
Responsibilities
This role ensures the accurate and timely movement of ocean freight shipments, to and from specific locations within the service standards agreed with the customer. Handles all Customer facing communication with the objective of optimizing our business and shipment related internal communication between/with DB Schenker stakeholders. Provides customers with proactive exception management in case of service quality deviations including follow-up and problem resolution. This role understands the customers business, including current shipments, statistical and financial status, and proactively works to identify and resolve operational issues and risks. Finally, this role identifies and acts on opportunities to increase revenue by offering additional services or forwarding potential sales leads to the appropriate sales resource.
What will you enjoy doing (duties/tasks)
- Responsible for servicing difficult, detailed high-volume accounts.
- Accounts that are out of the norm, must be able to support the customer's purchasing group and work with the customers vendors to ensure bookings meet the importer's requirements.
- Heavy communication with Schenker origin offices and customers.
- Attend weekly customer conference calls and be able to respond to the customers questions regarding pending shipments and their pending orders.
- Responsible for getting customer approval for accessorial charges in real time.
- Ensure that ocean import rate cards are filed with the FMC once the customer approves the rate card and confirm all ocean freight rates are up to date before approving bookings with our origin offices.
- Responsible for backing up the Ocean Import Supervisor when needed.
What you need to succeed (Qualifications, experience, skills, attributes)
- Knowledgeable in freight forwarding, both operationally and in customer service.
- Be able to understand and carry out customer's specific requirements noted in the customer's SOP.
- Must be able to work under pressure due to high volume accounts.
- Be able to work independently on an account or within a team.
- Must be able to work overtime if required.