Senior Export Contact Center Rep

Main Purpose of the Role: The Senior Export Contact Center Representative is the primary contact person for the majority of all critical day-to-day operational issues.
Provides high quality service to all customers, oversees the day-to-day Ocean Export operations for this department with the objective of timely, effective and profitable handling of all outbound international ocean freight.
As the front-line liaison with our customers, this position has to be in tune with customer and company expectations on all customer service and performance issues and ensure the delivery of a consistent good and high quality product.
Main Tasks: Monitoring and handling of daily operations of export shipments Ensure employees adherence to company standards and internal processes/policies Communicates with customers and resolves complaints and problems Monitor CRM and queue for pending queries outside of SLA for each skillset.
Relate to customers and co-workers at all levels with courtesy and professionalism.
Complete all other duties as assigned by management.
Assist with proactive reporting to anticipate the needs of export cargo customers Responsible for deescalating customers and contacting the customer about surveys.
Communicate with Marketing, Sales and accounting to ensure a seamless process.
Provide process improvements Assist with training and retraining employees Requirements: • High school diploma or general education degree (GED); • One to two years related experience and/or training; or equivalent combination of education and experience.
Function: Countries & Business Development Publish in Internal Career Page: No