Sea Logistics Customer Care Representative

Our Sea Logistics team is looking for a new Customer Care Representative in Jersey City.

Your Role

Be a key member of the VinLog environment which is a fast growing vertical powered by the K+N global infrastructure. Join together with seasoned global experts in wines and spirits and participate in the journey of leading this team to the best in the industry.

The Customer Service Representative (CSR) is a hands on role, handling seafreight shipments, liasing with customers and ensuring that freight is collected and delivered on time.

The CSR is responsible for developing and maintaining strong relationships with customers and is essential in ensuring that they are satisfied and that their needs are met.

The CSR will work collaboratively with internal colleagues, resolving issues that may arise, providing proactive solutions and driving continuous process improvement.

Your Responsibilities

Provide first level, front line communication to clients and VinLog (K+N) offices to meet customer service and administration requirements.

Communicate in a proactive, prompt, professional manner

• Pursue continuous improvement opportunities
• Liaise with sales team in order to understand customers needs and expectations. Support the SOP / CP (customer profile) creation within KN organization and update the system Business Profile
• Maintain frequent contact and visit customer(s), participate in customer meetings and Quarterly Business Reviews as required.
• Develop new business opportunities in conjunction with the local sales team
• Ensure all documentation processing is performed according to client requirements in an accurate and timely manner.
• Ensure customer quotations are available, review selling and buying rates to maximize GP
• Arrange bookings as per customers requirements and communication for specific client service requests.
• Document, investigate and resolve customer concerns in a timely fashion, document shipping errors
• Prepare and distribute customer tracing reports, Coordinate KPI reports
• Arrange for customer payment of transportation, storage and any other related charges;
• Arrange for insurance coverage for cargo. Gather customer claim documents and facts if claim is involved;
• Close and review file to ensure all internal processes are adhered to;
• Follow policies, procedures, standards, and ensure compliance with transport regulations;
• Review Work Instructions periodically and update as required to reflect changes and ensure compliance with the QMS / ISO.
• Other duties as required from time to time

Your Skills and Experiences

• Previous customer service experience with wines and spirits
• Preferred experience in international trade
• Required fluid English language skills, knowledge of excel or similar
• Knowledge of geography
• Knowledge of social media, preferred knowledge of supply chain
• Minimum high school,
• Preferred Degree / Diploma in International Business, Transportation, Logistics, Commerce, Administration or a related fields
• Pleasant phone manner, conflict management, ability to prioritize in a fast paced environment, collaboration, detail orientation
• Exceptional writing skills, demonstrated ability to learn new concepts, ability to diagnose root cause
• Energetic, ability to learn new computer systems, patience, exceptional listening skills
• Team Building
• Commercial Acumen
• Leadership
• Customer Orientation
• Analysis and Judgment
• Managing Performance
• Communication

Good Reasons to Join

We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment.