Analista de Customer Service

Descrição

Some of the position's tasks include:

• Handle Customer phone calls

• Build Expertise in all topics related to Imports, Booking Export and Documentation

• Proactively propose and discuss with the managers actions to improve the import, booking and documentation efficiency

• Follow standard processes and new requirements as communicated by management

• Process change of destination

• Verify transport exceptions and bill additional costs / fees to customer where applicable. Addresses all necessary communication

• Follow up transshipment whenever a demand in place

• Handles revenue dispute capturing

• Interaction with customers via CRM

• Act as point of entry for Bills of Lading inquiries

• When required, handle B/L amendments for urgent cases

• Handle Bill of Lading releases requests (Telex release, certificates)

• On customer request, trigger full container releases in FIS

• On customer request, handle special equipment return requests

• Handle import documents like arrival notice, delivery order and container release for single requests

• Process delivery instructions and update FIS with relevant delivery details

• Handle cases correspondence with customer on potential claim requests

• Handle re-export/return shipments

• On customer request, handle all relevant activities to announce on-carriage to the transport dispatch team

• Handle booking, documentation exceptions and hard errors, acting proactively to resolve problems to guarantee the service delivery

• Process invoice amendments (reversals) received via e-mail

Requirements and Qualifications:

• Desirable experience in Excel

• English intermediate

• Able to work well with others and follow guidelines

• Positive attitude

Inglês - Nível Intermediário