Customer Service Representative - Honolulu at Alaska Marine Lines in Kapolei, Hawaii

Job Description:

Join Alaska Marine Lines’ dynamic Contact Center team as a Customer Service Representative, where your strong communication skills and attention to detail will shine as you assist customers with a wide range of inquiries. Whether it's guiding someone on how to ship their freight to Alaska or providing accurate quotes and booking cargo shipments, you'll play a crucial role in ensuring our customers receive top-notch service. As a team player, you'll collaborate with colleagues to respond promptly and accurately to customer needs via phone, email, fax, or in person, all while upholding our commitment to excellence and continuous improvement.

 Essential Duties and Responsibilities

• Carry out all duties with a strong commitment to excellent customer service.


• Process Bills of Lading for receiving, review bills for complete information, assign codes and instructions as required. 


• Enter freight data from source documents into computer in office and in terminal environment.


• Respond to customer questions, concerns and service requirements via phone, e-mail, and fax or in person.


• Answer a variety of customer information requests by phone, e-mail, and fax or in person regarding rates, routing, packing procedures and interline transportation procedures.


• Prepare a variety of reports, spreadsheets and data utilizing Excel and company’s computer program.


• Coordinate local dispatch for deliveries while maintaining spreadsheets and delivery receipts


• Quote accurate rates and document cargo bookings for shipments.


• Rate Bills of Lading using company’s computer program.


• Process and inspect equipment, vehicles and break-bulk cargo for shipment.


• Process, verify and approve trucking invoices and freight bills.


• Maintain hazardous materials documentation and sign-off.


• Employ training received on AML’s Customer Experience Initiative.


• Perform audits to ensure accuracy of customer billing.


• Maintain equipment inventories, dispatch barges and enter data in cross dock devices.

 Qualifications

• PC Skills Required: Windows, Word, Excel, Explorer, Outlook


• Keyboard and ten key by touch


• Employee must possess a genuine desire and skill to meet the customer's needs in the most efficient manner possible.

• Ability to plan, organize and prioritize work to meet schedules/deadlines.


• Ability to meet a regular work schedule. Daily physical presence is required.


• Regular attendance and timeliness are essential functions of this position.


• Ability and willingness to work overtime as required.


• Ability to communicate effectively via phone, email or in person.


• Ability to work alone or as part of a team with minimal supervision. 


• Ability to change focus, priority and job duties in a fast moving, time restricted environment.

Your Benefits will include:

• 
  Paid Time off – start with 17 days paid time off a year (PTO) + additional extended leave paid time


• 
  Paid Holidays - 8 paid holiday a year in additional to PTO (New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day)


• 
  Health Insurance - medical, dental and vision with low employee contributions


• 
  Health Insurance for your family – we also contribute to medical, dental and vision for your family


• 
  401(k) with company match + additional annual retirement contribution


• 
  Life Insurance and AD&D – we pay for at no cost to you


• 
  Long term disability – we pay for at no cost to you


• Employee Assistance Program


• 
  Opportunities for professional development and career advancement


• 
  Educational Assistance with our tuition reimbursement program


• 
  Family friendly work hours (closed on weekends and paid holidays)


• Discretionary Bonus Program


• 
  Competitive wages with annual performance and wage reviews 


• 
  On-Demand Pay with Dayforce Wallet