Customer Service Officer Netherlands Antilles

Reports To: Saint Maarten General Manager.

Location: St Maarten

Job Overview: Ensure timely responds to customers general requests of Export and Import lifecycle case management.

Responsibilities and Duties

• Inform customer of relevant information in a timely manner regarding their shipments and maintain excellent communication with customer through import and export cycle.
• Handle customer exceptions requests, customer special demands, unexpected shipment disruptions, issues, complaints and provide appropriate solutions with alternatives within committed timelines.  Coordinate with related internal teams and follow up to ensure resolution.
• Monitor NOVA to attend cases of booking amendments. Obtain info from related departments to manage bookings accordingly with accurate response time and resolution of the request. Coordinate with terminal the accuracy of the booking request.
• Request Cargo inspections at the terminal and add local charges including confirmation with sales of plug distribution, customer priority list, and customer classification.
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.). Consult with ILS about RO cancellation.
• Follows up with GBS for internal request and the completion on the booking. Notify customer when needed.
• Manage cancellations (before & after empty release (MH) / transport order sent (CH)) up to status 20., Handles all updates to Journey Legs as part of internal amendments up to status 20 for vessel delays, call omits, roll over, cut & run, late VGM etc.
• Manage Cross booking request by monitoring LARA EDI Main screen.

Qualifications

• Bachelor student, undergraduated from Business Administration, International Business and Industrial Engineering.
• 1 year of experience in customer service or logistics preferable
• Proficient with computer tools
• Advanced English.
• Proactive, strong verbal and communication skills, Customer Service oriented.