Wines and Spirits Customer Service
Job Description
DUTIES AND RESPONSIBILITIES:
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- Responsible for day to day assignment of customer purchase orders, communication with overseas offices and the client, required reporting, application of specifics to the forwarding, liaison with operations and sales/pricing, and providing full support to the department
- Preparation of forwarding instructions, booking confirmations and coordination of ISF information, inclusive of forwarding ISF to the appropriate party for timely filing
- Check SOP’s to ensure routing, rates, lanes and FOB fees are in place and any FOB rates are quoted to and approved by the customer
- Update purchase orders when necessary, and apply follow up as needed inclusive of communication to origin, updating bookings and updating customers of the revisions Receive and review import documentation from overseas agents/customers for accuracy and approval to proceed
- Update shipment status in regard to order readiness, pick up dates, bookings, load dates and vessel departure through daily communication with the origin office
- Respond to customers in a timely manner for shipment status via email or telephone ; when situation is beyond your scope of responsibility refer the customer to your manager
- Marine insurance coverage and cost, when part of our WSSA insurance program
- Adhere to all domestic and international shipping regulations
- Any other duties as assigned by management
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QUALIFICATIONS:
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- 2-5 years’ experience
- Proficient in Microsoft Office (Word, Excel, Power Point) Internet and media research
- Demonstrate ability to calculate figures and amounts
- Acute attention to detail
- Strong organizational and problem solving skills
- Commitment to excellence and high standards
- Excellent written and verbal communication skills
- Ability to understand and follow written and verbal instructions
- Versatility, flexibility, and a willingness to work within constantly changing priorities
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COMPETENCIES:
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Problem Solving
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Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
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Customer Service
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Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
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Teamwork
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Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
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Ethics
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Treats people with respect; Keeps commitments; Inspires the trust of others; Works ethically and with integrity; Upholds organizational values.
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Attendance/Punctuality
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Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.