Booking & Customer Service Specialist

Job DescriptionJob Description

TOTE Maritime Puerto Rico, a leader in safe and reliable service to Puerto Rico, is seeking a Booking & Customer Service Specialist to join the team at our Jacksonville, FL office.

In this position you will:

be responsible for overseeing the entire booking process, ensuring accurate and timely coordination of shipments while effectively communicating shipment details to customers.

Main Duties and Responsibilities Include:

• Performs all aspects of the cargo booking process and customer service functions including creating bookings, coordinating equipment and dispatch functions, facilitating paperwork for documentation, responding to customer emails and answering phone calls.
• Provides account coordination with customers and logistics companies to schedule pick up and/or delivery arrangements for cargo moves.
• Track and communicate shipment data details to internal teams and customers.
• Coordinate transfer loads and appointments when necessary.
• Generate specific individualized reports, as required by customers via SQL and CargoWise.
• Effectively communicate and provide support to other teams including but not limited to Shipment Services, Inland, Terminal & Commercial teams.
• Manage the team mailbox, EDI & web bookings and provide timely & accurate responses.

• Respond to all customers with courtesy and professionalism.
• Build and enhance customer relationships at every touch point with customers.
• Research, follow-up and work with other teams as needed to resolve customer issues in a timely fashion.
• Promotes electronic ways of doing business with TOTE and effectively answer customer inquiries regarding our products and services.
• Create and maintain updated customer accounts information in Back Office & other related systems.
• Resolves product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prioritize multiple tasks to ensure urgent problems are resolved quickly.
• Minimize service failures and costs by delivering accurate and timely information.
• Provide information to customers related to sailing schedules, equipment availability, container status, routing, rates etc.
• Inform customers of the applicable policies, regulations and rules that affect shipment transportation.
• Identify innovative ways to improve our department business model and carry out Continuous Improvement practices whenever possible.
• Build positive and collaborative relationships with internal employees and internal departments on a continuous basis.
• Participate in and promote company and department initiatives.
• Pursue continual learning pertaining to industry standards, regulatory requirements and general industry training.
• Identify personal mistakes or errors in booking and customer service processes and proactively work to avoid re-occurring errors by yourself and your department.

Secondary Duties and Responsibilities:

• Assists the Company in any necessary duties to achieve Company goals.
• Performs other related duties as assigned.
• Adherence to the Integrated Management System that covers Quality, Environmental, and Safety ISO (International Organization for Standardization) certifications

The ideal candidate will have:

Qualifications (Education, Experience, & Certifications) –

1. High school diploma required
2. Associates Degree or Bachelor’s Degree
3. Three years in customer service or transportation

Knowledge, Skills, & Abilities –

1. Bilingual (English/Spanish) is .
2. A general understanding of Logistics Industry, Transportation Industry, Shipping Industry or equivalent knowledge is .
3. Superior interpersonal & communication skills.
4. Strong computer skills, knowledge of Microsoft Office and ability to adapt to new systems and technologies quickly.
5. Problem solving ability to resolve customer issues efficiently and professionally.
6. Customer focused mindset to foster strong relationships and customer loyalty.
7. Ability to effectively prioritize tasks and multitask customer inquiries to meet deadlines and service expectations.
8. Ability to work collaboratively and professionally with colleagues.
9. Assess and analyze customer feedback to provide solutions to improve processes or services.

Why TOTE?

The TOTE Group are industry leaders in full ship services and technical solutions with maritime operations and terminal services. Our purpose is to deliver reliable and outstanding service to our customers and to the communities we serve.

TOTE Group is committed to being reliable, resourceful, and adaptable in all that we do. TOTE Group knows excellent companies are built by great people who embody our company’s values and vision.

Explore the possibilities with TOTE Group

As part of the team, full-time employees will receive a comprehensive benefits package, which includes health, dental, vision, life insurance, short term , long term , employee assistance program, 401(k) with company match and discretionary funding, tuition reimbursement, supplemental parental leave, jury duty, and bereavement leave. Full-time employees will receive a minimum of 10 days’ vacation, 10 days sick, 10 days paid holidays and one floating holiday every 12 months. In addition, we offer an annual discretionary bonus (based on eligibility).

TOTE Maritime Puerto Rico is an Equal Opportunity Employer - Affirmative Action and a VEVRAA Federal Contractor. We are committed to a diverse workforce and taking affirmative action to employ and advance in employment qualified women, underrepresented groups, individuals with disabilities, and protected veterans. All qualified applicants will receive consideration for employment without regard to , , , , , , or status as a protected veteran. TOTE Maritime Puerto Rico is a drug-free employer and a participant of the E-Verify Employment Verification Program.