Job Profile Summary:

Major Duties and Responsibilities:

• Resolves problems and communicates solutions or requested information to the customer.
• Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.
• Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
• Uses a customer relationship application or database to record activities and research product information.
• Comply with the requirements of the company’s Quality Management System. 

Required Skills, Experience, and Education:

• High School diploma or equivalent
• Must be confident, team-oriented person, and enjoy working in a fast-paced environment
• Excellent verbal and written communication skills
• Must have thorough knowledge of specific account SOPs and KPIs
• 4+ years freight forwarding experience
• Proficiency in English, including the ability to speak, read, write, and comprehend English, is required for this position. 

Desired Skills, Experience, and Education:

• Intermediate to advanced level of experience with Excel
• Strong problem-solving and decision-making ability
• Self-managed and highly motivated
• Displays integrity, reliability, empathy, and a strong work ethic
• Results-oriented; Display sense of urgency
• Proficient in routing, costing, rating, and tracking
• Bachelor's degree

Physical Requirements:

• Remain in a stationary/seated position for an extended period.
• Regularly required to operate a computer, telephone, keyboard, and other office machinery.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• The ability to hear, understand, and distinguish speech and/or other sounds.