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JOB SUMMARY Provides customers with the highest level of service and customer care through resolutions of problems, prompt responses to inquiries and follow up of customer complaints, logging of FCN’s and C-10’s and accurate rate quotes and processing export documents.  Prints company core business system documents as required.JOB SCOPENo supervisory or budgetary responsibilities. PRINCIPAL DUTIES AND RESPONSIBILITIES-Answers all incoming service-related phone calls, supplying rate quotes as needed and researches customer problems, knowledge of Tropical Shipping features and benefits of service.-Liaisons between Tropical departments (Miami/PPB/Warehouse/Sales) to resolve customer issues and acts as a point of contact.  Handles all customer complaints including proper follow-up with information regarding the shipment and proper resolution, submits proper analysis to Customer Care Manager when completed to correct root causes of service failures.-Assists walk-in customers. Collects accurate payments for freight and ensures freight cash box is kept secured.  Calculates total receipts and collections accurately and submits immediately to Accounts Receivables Clerk.-Responsible for preparing C-10’s as requested daily; processing of cargo claims and export documents (OBL’s and freight invoices); responsible for performing cargo release and handling issues such as unclaimed, unmanifested, misquoted, and or shipment with shortages.-Creates request for manual FCN’s, handles discrepancies on bills of lading from start to resolution within 24 hours.-Ensures that established telephone response time is continually met.-Prints company core business system reports once weekly, prints and distributes export documents for vessel.-Advises Customer Care Manager of recurring problems and makes appropriate suggestions.-Supports and actively participates in the Quality Improvement Process.-Acts as back up for Traffic or Customer Care personnel when requested.-Performs all other duties as assigned.MINIMUM EDUCATION, CERTIFICATION, EXPERIENCE AND PHYSICAL REQUIREMENTSEDUCATION: High school diploma or equivalent.EXPERIENCE: Five years experience in Customer ServiceLICENSE: Valid Local Driver’s License.TRAVEL: N/APHYSICAL: 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 travel in various modes of transportation (e.g. automobile, airplane, train ect.)  Occasionally exposed to outside elements during the course of traveling.LANGUAGE: English