Job Listing

Responsibilities

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.
• 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.

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

Education and Experience:

High School Diploma plus three more 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.

Must be bi-lingual in Japanese and English if assigned to service Japanese accounts

Competencies, Working Skills and Attributes:

• 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
• Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Demonstrates ability to comply with company's core competencies: Problem Solving & Decision Making, Accountability & Responsibility, Communication, Collaboration & Teamwork, Customer Focus.