• Customer Service Representative

    Company
    Alaska Marine Lines
    Location
    US-HI-Honolulu
    Class
    Regular Full-Time
    FLSA Status
    Non-Exempt
  • Overview

    Possesses a genuine desire to serve our customers by processing and providing information through a multitude of avenues including, but not limited to, the essential functions of the job listed below.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned:

     

    • Carry out all duties with a strong commitment to excellent customer service.
    • Process Bills of Lading for receiving, review bills for complete information, assign codes and instructions as required. 
    • Enter freight data from source documents into computer in office and occasionally in terminal environment.
    • Respond to customer questions, concerns and service requirements via phone, e-mail, and fax or in person.
    • Answer a variety of customer information requests by phone, e-mail, and fax or in person regarding rates, routing, packing procedures and interline transportation procedures.
    • Prepare a variety of reports, spreadsheets and data utilizing Excel and company’s computer program.
    • Coordinate local dispatch for deliveries while maintaining spreadsheets and delivery receipts
    • Quote accurate rates and document cargo bookings for shipments.
    • Rate Bills of Lading using company’s computer program.
    • Process and inspect equipment, vehicles and break bulk cargo for shipment.
    • Process, verify and approve trucking invoices and freight bills.
    • Maintain hazardous materials documentation and sign-off.
    • Employ training received on AML’s Customer Experience Initiative.
    • Perform audits to ensure accuracy of customer billing.

     

    MAJOR INTERFACES

    1. Customers
    2. General public
    3. Operations Personnel
    4. Pricing/Sales
    5. Service Center Manager
    6. Dispatchers

    Qualifications

    QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, physical demands and work environment.

     

    EDUCATION and/or EXPERIENCE

    High school education or GED is required.  Minimum 2 years previous experience in transportation or freight shipping is required. Minimum of 2 years’ experience in customer service is required.  Experience with handling high volume of phone calls preferred.

     

    CERTIFICATES, LICENSES, REGISTRATIONS:

    Must be eligible to apply and be issued a TWIC (Transportation Workers Identification Card)

     

    LANGUAGE SKILLS

    Ability to read, analyze, and interpret documents such as tariffs, procedural manuals and employee and safety handbooks.  Ability to write clearly and be understood. Ability to effectively present information and respond to questions from groups of managers, customers, employees, service partners and the general public.

     

    MATHEMATICAL SKILLS

    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area and circumference. 

     

    OTHER SKILLS AND ABILITIES

    • PC Skills Required: Windows, Word, Excel, Explorer, Outlook
    • Keyboard and ten key by touch
    • Employee must enjoy the challenge of working in a deadline based - fast paced environment.
    • Employee must possess a genuine desire and skill to meet the customer's needs in the most efficient manner possible.
    • Ability to plan, organize and prioritize work to meet schedules/deadlines.
    • Ability to meet a regular work schedule. Daily physical presence is required.
    • Ability to communicate effectively via phone, email or in person.
    • Regular attendance and timeliness are essential functions of this position.
    • Ability and willingness to work overtime as required.
    • Ability to work alone or as part of a team with minimal supervision. 
    • Ability to change focus, priority and job duties in a fast moving, time restricted environment.

     

    PHYSICAL DEMANDS 

    While performing the duties of this job, the employee is regularly required to stand; walk and sit during the normal course of daily activities.  The employee is regularly required to talk, hear and speak while communicating with employees and customers either in person or using telephones or radios.  While performing the duties of this job, the employee must be able to handle a variety of physical activity from sitting to standing, walking and occasional lifting from 10 to 25 pounds.  

     

    Employee must be able to use eyes, hands and fingers to keyboard, operate phones, fax and other office machinery. The employee must occasionally kneel and stretch while inspecting vehicles.  The employee must possess close, distance, color peripheral and depth perception.

     

    WORK ENVIRONMENT 

    The employee is occasionally exposed to outside weather conditions and working around moving machinery. The noise level in the work environment ranges from moderate to moderately loud.

     

    COMMENTS

    This job description is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice.

     

    Federal law requires Alaska Marine Lines to verify the identity and employment eligibility of all persons hired to work in the United States.  Alaska Marine Lines will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization   Details:  http://www.lynden.com/lac/jobs/federal.html

     

    A post conditional offer of employment physical, drug test and background investigation are required.
    Random drug testing is required of all Alaska Marine Lines employees.

     

    Alaska Marine Lines is a federal contractor and an equal opportunity and affirmative action employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, gender identity, sexual orientation, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. Alaska Marine Lines policy applies to all terms and conditions of employment. To achieve our goal of equal opportunity, Alaska Marine Lines maintains an affirmative action plan through which it makes good faith efforts to recruit, hire, and advance in employment qualified minorities, females, individuals with disabilities & protected veterans.

     

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