Description
Main Purpose of the Role:
The Customer Service representative – Release desk / bookings coordinator will be responsible for ensuring the timely and accurate release of IMPORT and export vessels as well as working with the Project manager to identify process and training opportunities to further enhance the release function and overall customer experience- predominantly with our third party agency. This includes, but is not limited to answering various customer inquiries through written email interactions with positivity and a Can-Do approach as well as acting as the point of contact with third party vendor for all booking activities. This role also requires an innovative mind to help identify areas of opportunity to further enhance the release desk and booking functions and customer experiences related to these processes across the business and with third party.
Main Tasks:
Effectively manage incoming release requests via email and provide excellent customer service by identifying and assessing customers’ needs and providing accurate, valid and complete information in addition to responding to all types of release related queries via email and entering notes / making adjustments to customer profiles as needed in ZRM + coding call categories for tracking purposes.
Working closely with the projects manager and other CS managers / third party / other agency functions to train, educate, review processes to further improve the customer release and bookings experience as well as provide support to improve accuracy and knowledge across the business while identifying ideas for automation and efficiency.
Requirements
High school diploma or general education degree (GED)
One-year related experience and/or training; or equivalent combination of education and experience.
Bilingual an asset but not required (English strong written and verbal a must)
Computer Literacy (Word, Excel, Outlook, PowerPoint)
