Job Opening: $23-$25 International Ocean Import Specialist (Experienced Ocean Freight Customer Management)

RemX is seeking an International Ocean Import Specialist who will handle customer management. This role ensures the accurate and timely movement of ocean freight shipments, to and from specific locations within the service standards agreed with the customer.

You will be responsible for customer facing communication with the objective of optimizing our client’s business and shipment related internal communication between stakeholders. Seeking someone that can provide customers with proactive exception management in case of service quality deviations including follow-up and problem resolution. He/She will understand the customer business, including current shipments, statistical and financial status, and proactively work to identify and resolve operational issues and risks. Finally, him/her identifies and acts on opportunities to increase revenue by offering additional services, or forwarding potential sales leads to the appropriate sales resource.

• Location: Charlotte, NC 28217
• Position: International Ocean Import Specialist
• Start Date: ASAP
• Hours: Mon-Fri 8am to 5pm
• Position Details: Hybrid (Minimum 2 days a week in office)
• Training: In person for the first 3-4 weeks
• Pay: $23-$25 per hour
• System: Tango TMS & Sales Cloud CRM

Principal Responsibilities:

• Act in a manner which increases Customer satisfaction and loyalty, maximizes shipment profitability and decreases operating expenses
• Manage regular market updates and immediate support on market disruptions
• Responsible for getting customer approval for accessorial charges in real time
•  Explore upsell opportunities with the Shipper / customers (involve Sales Team – as applicable)
• Ensure that ocean export rate cards are filed with the FMC once the customer approves the rate card (if applicable).
• Explore new business opportunities with existing SME customers (e.g. new trade lanes or LCL business)
• Confirm all ocean freight rates are up to date before processing and obtain approval from customer or our destination offices.
• Creating offer and pricing for solutions covering ocean freight services for current Customers through internal pricing and trade channels
• Administrative activity of delivering quotations to potential and current Customers
• Follow-up with potential and current Customers about quotations made
• Request involvement of Sales Team for additional follow-up actions on quotations made
• Maintain information and new business opportunities in clients CRM tool (Sales Cloud) for relevant accounts for visibility purposes
• Comply with internal requirements and KPIs defined for the CRM tool (Sales Cloud)
• Support new customer onboarding process
• Update, maintain & execute customer SOP’s / guidelines
• Support and attend occasional customer visits and QBR’s as required / directed by local Management
• Actively participate in growth efforts planned by the Sales organization for specific market opportunities and focus area
• Collaborate with various Trade Operating Centers to ensure shipments are booked, monitored, and scheduled for timely pickup profitability level as planned.
• Promptly respond to customer’s emails, calls, inquiries on timely fashion
• Proactively update customers on pending issues/concerns/inquiries
• Participate in necessary trainings on skills/product knowledge/market updates/system and process updates
• Identifies and acts on opportunities to increase revenue by offering additional services or forwarding potential sales leads.
• Assist with AR/billing issues for assigned accounts by working with TOC/billing team for resolutions

 Deliverable/Achievable:

• Ensure valid quotations are in place
• Continuously obtain adequate shipping volume forecast information from Shipper and relay information to Operations Team and Destination Office
• Measure Award vs Actual volume and understand the deviations
• Generate operational reporting for Customer as applicable
• Ensure compliance with Customer specific KPI’s as applicable
• Ensure sustainable retention and growth of existing SME customers in terms of volumes in line with annual targets set
• Provide alert for potential new business / or any existing business in jeopardy to management internally
• Resolution of formal customers claims and informal complaints
• Steer and organize sales activities for assigned and existing ‘SME’ accounts (as assigned by local Management)
• Initiate credit check for Shipper/Customer and follow up on credit issues with Finance Team

 Export Details:

• Handle continuous pre-shipment status follow-up with shipper and inform Destination office as applicable
• Qualify booking request details against customer service agreement and current market conditions
• Request and receive pickup instructions from Shipper and relay to Operations Team
• Capture Shipper’s booking request in TMS (TANGO) for file creation
• Facilitate communication between Customer and Export Customs Team as applicable
• Receive and/or upload relevant Customer documents to digital archive (ODM)

 Import Details:

• Receive customer booking and qualify booking request details against customer service agreement and current market conditions
• Approve booking to origin office, provide correction instructions to booking as necessary
• Facilitate communication between Customer, Shipper and Origin Export Team as applicable
• Handle continuous pre-shipment status through follow-up with origin office

 Hard Skills

• Knowledgeable in freight forwarding, both operationally and in customer service
• Excellent oral and written communication and language skills, must be able to do personal phone and video calls with customer
• Digital awareness and capability to apply modern multi-channel customer service
• Apply standardized practices and carry out customer specific requirements noted in the customer SOP
• Ability to monitor business and analyze processes with data tools for continuous improvement
• Able to align company business goals with clients goal for retention and growth
• Tango TMS knowledge is preferred Sales cloud CRM system knowledge would be a bonus

 Soft Skills

• Professional conduct and strong work ethic at all times (Professionalism)
• Positive personality with a high level of empathy, good listener, and helper mentality
• Must be able to adopt to changing situations and provide flexible customer service
• Critical thinking and problem solving to drive solutions
• Strong interpersonal and collaborative skills to work in team environment