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JOB SUMMARY Responsible for ensuring the highest level of service is delivered to assigned accounts.  Provides interactive and pro-active communication and information to accounts, ensuring customer is aware of all important information relative to their shipments.  Books cargo and follows up on service delivery within the organization to ensure seamless service.  Follows up as required to manage delivery processes affecting shipments.  Serves as primary contact for Account Representatives regarding customer issues, difficult bookings due to equipment required, out of gage, types of cargo, and types of transportation needed.  Provides training and updating on processes and process changes.PRINCIPAL DUTIES AND RESPONSIBILITIESPre-books cargo for assigned accounts to ensure adequate vessel space and resource allocation is available.   Also books cargo and provides quotes to customers as necessary.Responds to customer inquiries re: cargo location, equipment availability and any and all company services.Contacts customer and reviews cargo movement scheduled.  Identifies any variances and adjusts to meet customer needs.  Follows up with operations to ensure changes are well communicated and understood.   Reviews documentation needs for cargo movement to meet established cut offs.  Scans to Doc Register and advises Traffic.Creates and maintains detailed customer profiles to ensure account details are recorded and can be shared to allow for a superior customer service.Sends customers all requested tracking and shipment information, including all booking confirmations, sailing confirmations.  Informs customers of delays or changes to expected cargo movement.Makes personal visits to customers with sales team to help identify and resolve any service issues.Provides any special reports and document copies for customers as requested.Logs and works toward resolution of customer issues and complaints.  Creates FCN request to correct billing or document errors as requested by customer.  Informs supervisor/manager when complaint is not resolvable at employee level.  Records all information in SIRS incident tab on Job Screen.Provides coverage for inbound phone queues to maintain a 98% answer rate.Sets up new accounts to properly document customer preferences and requirements.  Prepares customer account information in partner profile to allow for easy interpretation of billing information.Provides general information to customers, re: sailings, company services, rates, routings, etc.Acts as liaison between Account Representatives and Client Services Manager on departmental issues.Enters information regarding metrics information into database, including bookings, emails, phone calls, etc.Assists in training employees in best practice and procedural training.  Provides side by side coaching as needed.Performs all other related duties as requested.EDUCATION: Associate Degree in Business Management or in a related fieldEXPERIENCE: Five years experience in the delivery of customer service with a least 6 months preparing documentation and 12 month in customer service.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