Customer Service Agent

OVERVIEW

Purpose of Job

To coordinate, process and make appropriate decisions to ensure shipments are processed and completed accurately and in a timely manner in compliance with industry policies and operational procedures and as per customer requirements.

Summary of Benefits

KINTETSU WORLD EXPRESS (U.S.A.), INC. SUMMARY OF BENEFITS

Medical Plan including Prescription

• Eligible for medical coverage on the 1st month following one (1) month of employment.
• CIGNA is the current provider, offering 3 plans.

Dental Plan

• Eligible for dental coverage on the 1st month following one (1) month of employment. 
• CIGNA is the current provider, offering 2 plans.

Vision Care

• Eligible for vision coverage on the 1st month following one (1) month of employment.
• VSP Vision Care is the current provider, offering 1 plan.

Flexible Spending Account (FSA)

• Medical Flexible Spending Account
• Dependent Care Flexible Spending Account
• Limited Purpose Flexible Spending Account

Health Savings Account (HSA)

• Health Savings Account when enrolled in Cigna High Deductible Health Plan (HDHP)

Life Insurance

• Life insurance (1½ times annual salary up to a maximum benefit of $50,000);
• Supplemental life insurance (at the expense of the employee);
• Long term disability (LTD) coverage;
• Accidental death and dismemberment (AD&D) coverage

Paid Time Off (PTO)

• PTO begins to accrue for eligible new hires on their first day of employment with the Company, subject to the accrual cap.

Paid Holidays

• Newly hired employees are entitled to all mandatory and optional/shift holidays that remain for the calendar year.  A newly hired employee who begins employment after January 1 of the calendar year is not entitled to more than ten (12) paid holidays for that calendar year.

Retirement Plan

• 401(k) Plan (current employer match .50 cents for each employee dollar) subject to the current vesting schedule.

Student Loan Assistance

• Eligible for student loan assistance after three (3) months of continuous employment, pending verification.
• Company monthly contribution of $437.50, not to exceed an annual contribution of $5,250.00.
• Any eligible employee participating in both Student Loan Assistance Program and Tuition Reimbursement Program is subject to a total maximum annual amount of $5,250.00 for both programs combined for the calendar year.

Tuition Reimbursement

• Eligibility for Tuition Reimbursement is three (3) months of continuous employment.
• Reimbursement is limited to $5,250.00 per employee per calendar year.
• Any eligible employee participating in both Student Loan Assistance Program and Tuition Reimbursement Program is subject to a total maximum annual amount of $5,250.00 for both programs combined for the calendar year.

Wellness Day

• Eligible for one (1) Wellness Day for an annual physical exam per year subject to submission of required documentation. 

Voluntary Benefits

• Hospital Indemnity Insurance
• Accident Insurance
• Critical Illness Insurance
• Commuter Benefits – Parking and Transit

This summary is provided for informational purposes only.  Plan details are subject to change.  Once employed with Kintetsu World Express (U.S.A.), Inc. plan details and enrollment forms will be provided.

RESPONSIBILITIES

Essential Duties & Responsibilities

1. Closely monitor all shipment level of communications and provide the ultimate solution and maintain customer satisfactory at the highest level.  2. Work closely with Manager to create SOP and profile for VIP accounts, newly obtained customers and other special accounts.  Follow standard operating procedures as indicated by key account profiles.  Coordinate pickups with the customer and the trucking carriers, FCL loading schedule and appointment, secure booking with co-loaders and ocean carriers and problem solving.  Must respond to all email messages in timely manner.  And must Cc only immediate managers when replying.  Must use a good judgement on who else to Cc in the message.  3. Pass files to operation/ documentation in a timely matter.  Each file must contain a SOP/ Customer profile, Check List for incurred cost, complete shipping documents and vendor’s invoice.  Any special handling, freight terms, etc. must be noted on the file to minimize errors/confusion on the operation/ documentation side.4. Maintain a continuous improvement process to increase efficiencies and improve performance to customers: Ensure personnel are trained, technically competent and well informed of changes in customer service requirements and regulatory matters; Increase competency level of all ocean freight personnel to ensure quality, compliance and outstanding service.5. Issue daily quotes for existing and new customers.6. Log all damages and loss to report to department supervisor and manager7. Abide by transportation security administration regulations8. Joins monthly Customer Service Meeting9. Joins training and review meeting for all handling accounts

BASIC QUALIFICATIONS & REQUIREMENTS

Basic Qualifications & Requirements

List any required educational attainments (degrees, certificates, licenses, etc.): N/A

List any required skills (computer, machinery, typing, etc.):  Microsoft programs (Word, Excel and Outlook), Unified Freight Systems (UFS), KDIA and KCR.

List any required special attributes (ability to move/pick-up certain weight capacity, personality traits, certain aptitudes, etc.): Attentive and ensures customer’s satisfaction is at the highest level.

List any required experience (of what type, for what duration, in what industry, etc.):  Experienced in customer relations and service.

PREFERRED QUALIFICATIONS

Preferred Qualifications

List any preferred educational attainments (degrees, certificates, licenses, etc.): N/A

List any preferred skills (computer, machinery, typing, etc.): Microsoft programs (Word, Excel and Outlook), Unified Freight Systems (UFS), KDIA and KCR.

List any preferred special attributes (ability to move/pick-up certain weight capacity, personality traits, certain aptitudes, etc.): Attentive and ensures customer’s satisfaction is at the highest level.

List any preferred experience (of what type, for what duration, in what industry, etc.):  Experienced in customer relations and service.