Customer Service Representative

One of the oldest shipping companies in the world CSAV was founded in 1872. Ranked amongst the top twenty shipping companies globally, CSAV has five regional offices and commercial representation in over 300 countries, with six locations in North America. 

 

CSAV is currently looking to fill an Export Customer Service Representative position in our Houston Office.

 

Job Summary:

 

Responsible for resolving customer service problems regarding all areas of business operations.  Ensures that CSAV provides the highest level of service and customer care by providing accurate and timely problem resolution.  Handles tracing function for lost cargo.  

 

Job Description:

 

1. Communicates with customers by telephone to answer customer questions regarding available services, shipment problems, documentation, equipment, vct, operations and intermodal issues.

2. Logs daily calls from customers in the CRM and closes any calls that have been finalized.

3. Checks pending bookings on hold for hazardous or rate approval as needed.

4. When unavailable, monitors the Apropos cue for backlog and changes status to available as the hold time becomes 25 seconds

5. Exhausts all resources available while investigating customer problems before forwarding to other CSAV departments.  Advises supervisor of recurring problems and makes suggestions to eliminate future recurrences.

6. Records customer complaints and provides service failure reports to management through the CRM.

7. Enters information into the CRM/AS400 on a daily basis regarding potential customers, sales leads, additional services, and customer complaints. 

8. Initiates and follows through on processes to recover lost or stolen freight.

9. Prepares written communications to customers as required.

10. Communicates with other CSAV departments and over seas agents, as necessary to ensure expeditious handling of customer requests.

11. Responds to all emails within twenty-four hours.

12. Explains new and additional services to solicit additional freight bookings.  Documents sales leads and forwards to Sales Department.

13. Remains current on any changes of CSAV and/or competitors.

14. Works to ensure that established telephone response time is continually met.

15. Performs all other assigned duties.

 

 

Job Requirements:Minimum High School Diploma or equivalent; Bachelor’s Degree PreferredMaritime Industry training is a plusPrior experience in Customer Service, Sales or Transportation