Customer Service Representative

Job Description

Job Description

TOTE Maritime Alaska, the leader in safe and reliable service to Alaska, is seeking a Customer Service Representative Southbound to join the team at our Anchorage, AK office.

In this position you will :

be responsible for maintaining customer relationships and providing excellent customer service by monitoring and accommodating customer needs, providing web portal assistance, creating and managing bookings, coordinating Alaska trailer logistics, resolving problems, tracking cargo and coordinating equipment.

Main Duties and Responsibilities Include :

• Welcomes visitors by greeting and directing them appropriately. Notifies company personnel of visitor arrivals.
• Maintains security by following procedures, monitoring logbook, and issuing visitor badges.
• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
• Answer customer questions regarding vessel sailing or other operational requirements
• Track cargo and provide tracking information to customers
• Research and resolve customer issues and answer customer questions
• Inform customers of applicable policies and regulations related to shipments
• Arrange logistics : spots, transloads, deliveries, and pickups
• Monitor and coordinate equipment needs
• Support the usage of the Web Portal with customer base, and respond to Web Portal issues
• Monitor and correct Web and EDI bookings
• Call on customers to develop customer relationships
• Assists in accepting and distribution of package deliveries.
• Maintains safe and clean reception area by complying with procedures, rules, and regulations.
• Run and audit various reports for customers and internal use
• Build positive, collaborative relationships with internal employees
• Assist Documentation in getting completed bills of lading. This includes the initial attachment of bills and reaching out to customers for missing bills or bills needing revisions.
• Report on service issues
• Process carrier work logs
• Effectively perform additional duties, as assigned

The ideal candidate will have :

• High School Graduate
• Pass the TOTE minimum threshold testing prior to accepting a job call from Local 959
• Clerical office experience or training preferred
• Meet the federal training standards required for transportation workers within 90 days or as schedule allows
• Computer literate, with experience utilizing multiple software applications
• proficient in Windows and MS Office Suite
• Excellent customer service skills
• Excellent verbal and written communication skills
• Good math skills
• Good organizational skills
• Must be a team player
• Ability to multi-task and prioritize
• Ability to work with little or no supervision
• Ability to work flexible hours, including evenings and weekends, as required
• Computer literate, with the ability to utilize standard software applications and be proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint and Excel) and E-service center & E-commerce web-based applications

Why TOTE?

The TOTE Group are industry leaders in full ship services and technical solutions with maritime operations and terminal services.

Our purpose is to deliver reliable and outstanding service to our customers and to the communities we serve.

TOTE Group is committed to being reliable, resourceful, and adaptable in all that we do. TOTE Group knows excellent companies are built by great people who embody our company’s values and vision.

TOTE Maritime Alaska is an Equal Opportunity Employer - Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce and taking affirmative action to employ and advance in employment qualified women, underrepresented groups, individuals with disabilities, and protected veterans.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin disability or status as a protected veteran.

TOTE Maritime Alaska is a drug-free employer and a participant of the E-Verify Employment Verification Program.