The Customer Service Documentation Representative will handle IMPORT complex cases that will be received via email either from our external customers, internal departments or third-party IMPORTS vendor (GSS).
Main responsibilities:
- Effectively manage incoming emails from internal /external customers and provide excellent customer service by identifying and assessing customers’ needs and providing accurate, valid and complete information – 1st response within KPI of 2hrs
- Help ensure our customers are advised when shipments change course.
- Work with our overseas teams to ensure our customers have all the required documentation to receive their incoming cargo.
- Work with sales to ensure invoicing is accurate.
- Work with our customers to find solutions as needed for their import needs.
- Work as a team with our local and overseas documentation and customer service teams to ensure we deliver an excellent customer experience from end to end.
- Verifying 24 hour Security Manifest.
- Coordinating with POL to address outstanding issues.
- Communicating with Canada Customs and follow up with validation.
Requirements:
Main requirements:
- High school diploma or general education degree (GED)
- One year related experience and/or training; or equivalent combination of education and experience.
- Bilingual (asset)
- Computer Literacy