Customer Service Jobs

JOB SUMMARY Provides rate quotations to prospective customers. Takes bookings and coordinates required logistics to ensure high quality service is delivered and customer satisfaction is maintained.  Provides general information and resolves customer issues as required. JOB SCOPENo supervisory or budgetary responsibilitiesPRINCIPAL DUTIES AND RESPONSIBILITIESProvides rate quotes to prospective customers either via phone or email on all cargo types(LCL/FCL/BB) to all destinations.  Follows up with email or fax confirmation to customer.  Provides sales leads as appropriate. Creates bookings ensuring that all required inland logistics are complete and allow for accurate cargo movement and routing.  Provides booking confirmations via fax or email to ensure customer knows booking particulars.Answers customer general inquiry questions, ie.  Shipment tracking, explaining services, confirming receipt of cargo, billing inquiries, etc.Makes requested changes to bookings, following up with operating departments to ensure change is understood and has been received.Logs and works toward resolution of customer issues and complaints.  Informs supervisor when complaint is not resolvable at employee level.  Records all information in SIRS Incident tab on Job Screen.  Provides document copies for customers as requested.  Typically requested documents include bills of lading, invoices, and other export documents.Creates FCN request to correct billing errors when complaint is received from customer.  Proactively calls customers for pick ups or takes calls for pickups from customers.  Transmits information to appropriate operating groups for actions.Follows up with customers to ensure the customer is satisfied after having experienced a service issue or failure.Explains company services to new customers.  Presents information in a logical fashion and provides information proactively.Interviews new customers to identify customer preferences and establishes customer profile and partner file.Performs all other related duties as requested.EDUCATION: Associate Degree in Business Management or in a related fieldEXPERIENCE: Two years experience in the delivery of customer service in a direct or telecommunications customer service capacity, with at least 6 months preparing documentation.LICENSE: Valid Local Driver’s LicenseTRAVEL: NonePHYSICAL: Office Environment – Manual dexterity to perform repetitive motion tasks on computer.  Ability to bend or stoop to retrieve lower shelf files.  Ability to reach overhead to retrieve upper shelf files.  Ability to sit 1/3 – 2/3 of day.  Ability to work on feet for 1/3 – 2/3 day.LANGUAGE: English

Job SummaryResponsible for developing, implementing, and maintaining comprehensive training programs for customer service representatives and documentation teams. Responsible for creating engaging learning experiences that enhance team performance and documentation standards. Serves as primary point of contact for new hires to help navigate the company. In addition, responsibilities will encompasses both new hires and experienced staff to ensure consistent skill development across all experience levels.Principal Duties and Responsibilities-Designs and develops comprehensive training curricula, including e-learning modules, classroom sessions, and hands-on workshops focused on customer service excellence-Creates and maintains training documentation, user guides, and standard operating procedures that align with company policies and best practices-Conducts needs assessments to identify skill gaps and develop targeted training solutions-Facilitates both virtual and in-person training sessions for new hires and existing staff-Evaluates training effectiveness through assessments, feedback collection, and performance metrics-Manages the full training lifecycle from needs analysis through development, delivery, and evaluation-Maintains training calendar and coordinate scheduling with department managers-Tracks completion rates and certification status for required training programs-Generates regular reports on training metrics and program effectiveness-Updates and revises training materials to reflect new products, services, or procedures-Develops and maintains a comprehensive knowledge base of customer service procedures and best practices-Creates and updates standard operating procedures (SOPs) for customer service processes-Collaborates with subject matter experts to ensure accuracy of training content-Implements version control systems for training materials and documentationMaintains digital training library and learning management system (LMS)Minimum Education, Certification, Experience and Physical RequirementsEducation and experience minimums can be substituted with any equivalent combination of training and experienceEducationHigh School Diploma or equivalentExperience10+ years of experience working in Tropical’s Customer Service and/or Documentation DeptLicenseValid Local Driver’s LicenseTravelMay require travel to MIA PhysicalOffice Environment – Manual dexterity to perform repetitive motion tasks on computer. Ability to bend or stoop to retrieve lower shelf files. Ability to reach overhead to retrieve upper shelf files. Ability to sit 1/3 – 2/3 of day. Ability to work on feet for 1/3 – 2/3 day.Language: English