International Customer Service Specialist

2 months ago

SaintLaurent, Canada FedEx Trade Networks Full time

**Position Summary**:
This position is responsible for providing International Customer Service support to customers in areas including but not limited to - arranging bookings, transit updates, documentary requirements, delivery requirements, dispute resolution and/or loss, damage in a timely and effective manner. The incumbent is required to liaise with customers and ensure that business requirements and customer expectations are consistently met.

**Position Description**:
BOOKING SHIPMENTS
- Receives booking requests from origin or customer, confirms

booking / carrier and provides them with customer quotation
- Obtains quotation from pricing SharePoint and determines the

most effective carrier based on cost, transit time etc.
- Provides origin with supplier contact details so as to liaise

with new suppliers/customers, and establishes support on our behalf

TRACKING AND TRACING REPORTS
- Updates customer status reports with information obtained from

operations team, origin and carriers
- Ensures status reports required by customer on daily and

weekly basis are provided in a timely and accurate manner

CUSTOMER COMMUNICATIONS
- Manages customer relationship, responds to all customer

enquiries and advises them on best routings/options to meet their requirements
- Obtain new customer information to streamline account (for

smooth flow from booking to Ops)
- Problem-solving, approaches client/shipment issues from a

“solution” orientation

RESOLUTIONS
- Resolves shipment delays by following up with origin to obtain

required documentation
- Settles billing disputes if any
- Performs any other duties as advised by Manager

**REQUIREMENTS**:

- High School Diploma and CIFFA certification required
- CITT designation would be an asset
- Minimum 5 years of experience in Freight Forwarding and

Canadian clearance processes and requirements with a reputed transportation and
brokerage firm
- Advanced knowledge of MS Office, Outlook, office equipment

(fax machine / photocopiers / printers / scanners)
- Solid knowledge of carriers and their service offerings
- Ability to work under pressure, exercise good time management

skills, detail-oriented
- Excellent communication, organization and inter-personal

skills

**Spécialiste du service à la clientèle international**

**Résumé du poste**:
Ce poste est responsable de fournir un soutien au service à la clientèle international dans des domaines tels que, mais sans s'y limiter - l'organisation des réservations, les mises à jour de transit, les exigences documentaires, les exigences de livraison, la résolution de litiges et/ou les pertes, les dommages de manière efficace et en temps opportun. Le titulaire du poste doit communiquer avec les clients et s'assurer que les exigences commerciales et les attentes des clients sont constamment respectées.

**Description du poste**:
**RÉSERVATION D'EXPÉDITIONS** - Reçoit les demandes de réservation de l'origine ou du client, confirme la réservation/le transporteur et leur fournit la soumission client
- Obtient une soumission à partir de SharePoint tarification et détermine le transporteur le plus efficace en fonction des coûts, du temps de transit, etc.
- Fournit à l'origine les coordonnées du fournisseur afin de communiquer avec les nouveaux fournisseurs/clients, et établit un soutien en notre nom

**SUIVI ET TRAÇAGE DES RAPPORTS**
- Met à jour les rapports de statut client avec les informations obtenues de l'équipe des opérations, de l'origine et des transporteurs
- S'assure que les rapports de statut requis par le client de manière quotidienne et hebdomadaire sont fournis en temps opportun et avec précision

**COMMUNICATIONS AVEC LES CLIENTS**
- Gère la relation client, répond à toutes les demandes des clients et les conseille sur les meilleurs itinéraires/options pour répondre à leurs besoins
- Obtient les informations des nouveaux clients pour rationaliser le compte (pour un flux fluide de la réservation aux opérations)
- Résolution de problèmes, aborde les problèmes des clients/expéditions avec une orientation « solution »

**RÉSOLUTIONS**
- Résout les retards d'expédition en effectuant un suivi auprès de l'origine pour obtenir les documents requis
- Règle les différends de facturation, le cas échéant
- Exécute toutes autres tâches demandées par le gestionnaire

**EXIGENCES**:

- Diplôme d'études secondaires et certification CIFFA requis
- La désignation CITT serait un atout
- Minimum 5 ans d'expérience dans le domaine du transit international et des processus de dédouanement canadiens avec une entreprise réputée de transport et de courtage
- Connaissance avancée de MS Office, Outlook, et des équipements de bureau (fax/photocopieuses/imprimantes/scanners)
- Solide connaissance des transporteurs et de leurs offres de services
- Capacité à travailler sous pression, à bien gérer son temps, et à être attentif aux détails
- Excellentes compétences en c

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