Customer Service Representative
Baltimore, MD, United States
** Customer Service Representative**
**Job Category****:** Admin **Requisition Number****:** CUSTS001460 Showing 1 location **Job Details**
**Description**
**Essential Duties****:**
* Handle emails and phone inquiries, responding to issues regarding container location, driver pick-up activity, demurrage rates, etc.
* Communicate with clients to obtain requirements for import/export cargo.
* Generate documents and distribute to Superintendent, CIV and/or clerical staff working vessels.
* Prepare and research the detention billing, and compare data to ensure accurate refunds to customers.
* Monitor information into NAVIS system, and prepare spreadsheet, and letters to the customers.
* File all of the reports, invoices for demurrage, detention reports, intermodal check log, etc.
* Separate and calculate demurrage charges and forwards to Finance for billing.
* Handle driver issues when they have a trouble ticket; research the problem with the shipping line, dispatcher, etc.
* Provide assistance to terminal operations team with reports developed for terminal management.
* Provide timely feedback to company management regarding challenges or customer concerns.
* Communicate and coordinate with colleagues as necessary.
* Maintain and reconcile all files/records related to customers, ensuring that information is correct, complete and easily accessible.
* Other duties as assigned.
**Minimum Requirements (Education, Experience, Certifications):**
* High School Diploma or equivalent.
* Requires 1+ years of previous experience in customer service for a container terminal operation, or previous experience in a related industry. Education at the college level may be substituted for one year of this experience requirement.
* Requires the ability to obtain and maintain a TWIC Card issued by the Department of Homeland Security.
* Requires the ability to obtain and maintain a Maryland Port Administration Badge.
**As of September 1, 2021: Upon hire, candidates will be required to provide documentation showing receipt of a COVID-19 vaccine subject to requests seeking reasonable accommodation for religious or medical purposes.**
**Knowledge, Skills & Abilities:**
* Intermediate to advanced Microsoft Office, including Word, Excel, and Outlook skills.
* Knowledge and basic understanding of the terminal operations.
* A basic understanding of accounting principles is essential including billing.
* Requires a high level of planning and organizational skills, with high attention to detail.
* Requires exceptional time management, due to fast-moving, demanding work environment.
* Strong communication skills, both verbal and written.
* Effective customer service skills.
* Motivated and flexible team player.
**Working Conditions:**
* The ability to use a computer/keyboard more than 50% daily.
* Frequent sitting, occasional walking and standing.
* Office environment with exposure to terminal with moving objects and machinery.
* The environment may be hazardous to persons unable to see or hear fast moving heavy equipment.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.
Ports America is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex (including pregnancy); sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.
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