VIP Export Customer Service Representative

COSCO Shipping Lines (North America) provides end-to-end solutions, including multi-modal transportation options, comprehensive logistics, and has established a stable business presence in the United States, Canada, Mexico, Panama, and the Caribbean. With nearly 30 weekly services that connect key ports in Asia, Europe, Central & South America with the US & Canada. CSLNA is well-suited to serve 3,000 customers within the North America region through onsite, professional teams putting their expertise to work in providing world-class service.

Job Description

COSCO Shipping Lines (North America) is looking for an enthusiastic individual with excellent communication skills to provide superior customer service to our VIP clientele. Responsibilities include but are not limited to:

• Provide customer service related functions for VIP customers
  
• Handle any/all special requirements and reporting functions outlined by the service contract
  
• Handle all daily inquiries from the customer within our response KPI of 2hrs
  
• Liaise with other internal departments to resolve matters for VIP customer
  
• Coordinate w/ GSC for VIP export booking processing (dry/dg/reefer)
  
• Serve as back up to GSC and handle booking requests locally if urgent
  
• Process booking requests directly for OOG/AWK
  
• Communicate w/ overseas agents and HQ on behalf of customer to resolve problems
  
• Maintain 95% phone call handle ratio
  
• Maintain 95% email handling ratio
  
• Maintain 90% SLA handling of Customer Support Portal
  Qualifications:
  
  • At least 1 3 years of relevant customer service experience in an office environment
    
  • Excellent phone etiquette and written communication skills
    
  • Experience working in ocean export and handling key accounts
    
  • Commitment to customer satisfaction with the ability to build and develop relationships to identify problems and assess needs
    
  • Strong proficiency with Microsoft Office, especially Excel
    Job Type: Full-time

    Salary: $45,000.00 - $50,000.00 per year