Clerk, Military Customer Service Rep

Position Summary

The Military Customer Service Representative serves as the primary customer interface for issues involving the tactical movement of cargo. This includes providing status updates, customs clearance information, cashier and documentation clearances for inbound cargo and processing bookings for export shipments. The primary interfaces with internal and external customers are via phone and email and phone communication is required, necessitating the need for both verbal and written communication skills.

Functions & Duties

• Accept and Integrate Military Bookings via the EDI que.
• Auto-freight all container bookings.
• Process Military Break Bulk bookings and coordinate loading.
• Track and Trace Export and Import Military shipments.
• Identify any potential delays and provide proper notification to the customer as per the contract guidelines.
• Answer customer and trucker shipment availability inquiries via email and or phone.
• Assist customers in changing the status of their bookings/shipments, including canceling, rolling, advancing, splitting, consolidating, diverting, or returning. Ensure updates are within the parameters of the USC contract.
• Accountable for answering inquiries about holds (regulatory and internal) and advising customers of actions that need to be taken to facilitate cargo availability.
• Provide accurate information to customers by reviewing and interpreting systems generated data as well as considering other sources of information that may be relevant to the customer inquiry.
• Capture customer dissatisfaction: this includes taking ownership and resolving if appropriate.
• Identify problems that come up during customer interaction and bring them to resolution per defined processes.
• Identify data, service or customer information integrity issues and take action to resolve.
• Actively participate in company initiatives to plan and implement ideas and suggestions that benefit APL.
• Other duties as assigned.

Knowledge, Skills, Abilities

• Must possess excellent performance skills in the following areas:
• Commitment to task
• Coping
• Tolerance of ambiguity
• Interaction
• Versatility
• Must possess and demonstrate a self-confident, outgoing, professional service-oriented demeanor and the ability to handle customers via telephone with appropriate tone, diction and enthusiasm.
• Must possess dependability.
• Must possess a proven high-level performance record.
• Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook.
• Must have flexibility to work any shift from 7 a.m. to 7 p.m.

Qualifications

Education

Required/Preferred Education Level

Required High School Diploma or GED

Preferred Bachelor’s Degree

Work Experience

Experience Years of Experience

General Experience 1-3 years

2+ years of previous customer service experience required.

At American President Lines, we are committed to fair and equitable compensation practices. The expected salary range for this position is $60,439.83 - $67,155.37 per year, based on seniority.
In addition to base salary, this position may be eligible for:
Comprehensive benefits, including health insurance, retirement plans, vacation and sick time.We believe in transparency and equity and are proud to be an equal opportunity employer. We encourage individuals from all backgrounds to apply.