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Export Customer Service Specialist - Full Time

GAC North America - Los Angeles, CA


Posted on 10/10/19 (Ref: )

Export Customer Service Specialist - Los Angeles, CA - GAC North America


Export Customer Service Specialist



BASIC FUNCTION
The Export Customer Service Personnel will report to the Branch Manager - Operations.

Responsibilities include but not limited to:
  • Manage all customer service functions for exports both modes of transportation i.e. Air and Sea Freight.
  • Coordinate and lead the daily and weekly activities that occur within air and ocean export operations.
  • Execute the day- to- day export shipment activities, quotations, booking and provide end-to-end customer service.
  • Manage the individual products such as trucking, airfreight, ocean freight for all international trade lanes.
  • Manage all relevant freight charges as it relates to account(s) and vendor(s) rates with the responsibility to achieve a profitable bottom line based on the GAC leadership expectations.
  • Take ownership of all documentation requirements for export shipments in a cost-efficient manner within company standards.
  • Track and trace shipments from departure to arrival, alerting clients accordingly.
  • Oversee and assist to resolve OS&D's, ensure full adherence to Export Compliance and provide timely and accurate responses to all internal and external customer queries related to shipping.

PRINCIPAL DUTIES AND RESPONSIBILITIES
  • Manage all freight forwarding functions as it relates to trucking, airfreight, ocean freight from point of collection until final delivery based on the terms of sale.
  • Manage the proper handling and preparation of the shipping documentation for ocean and air export shipments (master, house, direct AWB/ocean).
  • Confirm that all documentation is correctly consigned and in line with customer shipping instructions and the export compliance guidelines.
  • Manage the problem-solving aspect of all related customer service issues in a timely manner as it relates to bookings, customer orders, invoicing and general transportation and logistics functions
  • Finalize all back up and billing instructions necessary for timely and accurate customer invoicing.
  • Report customer complaints, determine problem, select and explain solutions, expedite corrections or adjustment, following up to ensure resolution.
  • Manage and oversee that all OS&D (overages, shortages & discrepancies) are resolved with each vendor/supplier to meet customer expectations
  • Maintain shipment system data and document integrity for client web tracking purposes.
  • Manage the compliance aspect as it relates to U.S. Export compliance and internal GAC compliance procedures including purchase orders and schedule B numbers (as received from shippers, suppliers and vendors)
  • Manage on hand reports and Inventory for the assigned lane/customer and ensure freight is shipped out as per the customer KPI
  • Manage the export packing process in coordination with Warehouse personnel according to customer SOP
  • Responsible for the relevant profitability of every job handled and processed for the account assigned or multiple accounts assigned.
  • Manage emergency orders/shipments as required during after hours, weekends and holidays
  • Additional duties may be assigned by your manager depending upon client expectations.

JOB SKILL REQUIREMENTS
  • Exceptional customer service skills
  • Quality focus
  • Multi-tasker
  • Problem Solving capabilities
  • Freight Forwarding knowledge
  • Minimum 3 years On Hand Export Freight Forwarding experience in the local LA area
  • Organizational and Time Management Skills
  • Computer knowledge- Proficient in Microsoft suite
  • Excellent written and verbal communication skills
  • Must be proficient in the English language
  • No license required

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