Customer Service Representative (Breakbulk)

Job Summary

Resolves trouble calls from customers. Prepares, processes, and maintains information and shipping documents associated with security, container and /or breakbulk cargo services; prepares data needed for invoicing; schedules truck/crane appointments as needed; handles general customer inquiries.

Essential Job Responsibilities

• Successfully resolves customer calls, primarily from motor carriers with problem transactions at the container terminals.
• Accesses port information systems to resolve trouble tickets and complete gate transactions at the container terminals.
• Receives and processes shipping and receiving documentation on import and export cargo for container and/or breakbulk shipments.
• Process hazardous paperwork as needed.
• Coordinates shipments by telephone with customer agents, truckers, crane companies, etc.
• Reconciles import and export shipments as needed for accurate shipment records and invoicing.
• Provides general assistance to all parties involved in the cargo shipment process.

Additional Job Responsibilities

• Provides process improvement suggestions to management as repeated issues are reported.
• Escalates calls to management when appropriate due to seriousness of the issue or indication of system-wide outages.
• Other duties as assigned- This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

Minimum Qualifications Education and Experience

• High school diploma or equivalent.
• A valid South Carolina driver’s license is required to operate a Ports Authority owned licensed motor vehicle.
• Must have possession of or the or ability to obtain a Transportation Worker Identification Credential (TWIC).

Skills and Abilities

• Must have advanced knowledge of modern office methods, procedures and equipment.
• Must have the ability to work under pressure with minimal direct supervision.
• Must have advanced customer service skills and able to handle difficult customers.
• Must have knowledge of basic IT terminology and processes
• Must understand and be proficient in the use of current SCPA IT systems (Orion, GoPort, YMS)
• Computer skills are required, including advanced use of Microsoft Office products.

Preferred Qualifications

• Advanced experience related to inventory control, receiving and shipping
• Advanced experience with port information systems
• Advanced experience with port container operations, including creation of EIRs and gate interchanges

Physical Requirements and Working Conditions

• Individual must be willing to work flexible schedule including overtime. Schedule of work varies and may include weekend and night shifts. Schedule of work may change with minimal notice.
• Must work variable, changing schedule to include weekends, nights and holidays
• Standing, walking, bending, stooping, kneeling, pushing and pulling.
• Must be able to stand and walk for long periods in all weather conditions.
• Lifting/carrying up to 20 lbs.; overhead lifting may be required.
• Must have 20/20 vision with corrective lenses; peripheral vision/depth perception and visual capabilities for day and night operations. Must have adequate vision for processing various forms and documents and viewing computer monitors.
• Must be able to operate a computer keyboard and VOIP phone set.
• Hearing is required to adequately perform telecommunication functions.
• Must be able to hear spoken radio communication, audible alarms and warning devices.
• Must speak clearly and verbally communicate for face to face, radio and telephone communications
• Must wear Personal Protective Equipment as required (hard hat, safety shoes, reflective vest, fall protection harness, and hearing protection).

SC Ports Authority is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race; creed; color; religion; alienage or national origin; ancestry; citizenship status; age; disability or handicap; sex; pregnancy, childbirth or related medical condition; marital status; veteran status; sexual orientation; gender identity; genetic information; arrest record; or any other characteristic protected by applicable federal, state or local laws.  Applicants have rights under Federal Employment Laws such as the Family and Medical Leave Act (FMLA) and the Employee Polygraph Protection Act (EPPA) and rights to equal employment opportunity. Our management team is dedicated to applicant and employee rights with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment prior to and during employment.

All your information will be kept confidential according to EEO guidelines.