Customer Service Representative - Release desk

The Customer Service Representative – Release Desk Coordinator will be responsible for ensuring the timely and accurate release of IMPORT and EXPORT vessels as well as working with the Customer Service Manager/team to identify process improvement opportunities to further enhance the release function for the customer service team as well as for our customers. This includes but is not limited to answering various customer inquiries through written email interactions with positivity and a Can-Do approach, as well as identifying pain-points for customers and ways to enhance the release process overall.

Main responsibilities:

• Effectively manage incoming release requests via email and provide excellent customer service by identifying and assessing customers’ needs and providing accurate, valid and complete information in addition to responding to all types of release related queries via email and entering notes / making adjustments to customer profiles as needed in ZRM + coding call categories for tracking purposes.
• Working closely with the Customer Service team to identify areas of opportunity to improve customer experience as it relates to release / other CS related processes.
• A natural desire and commitment to learn and grow through training and cross functional conversations

• High school diploma or general education degree (GED)
• One-year, related experience and/or training; or equivalent combination of education and experience in a customer service related role.
• Bilingual an asset but not required (English strong written and verbal a must)
• Computer Literacy (Word, Excel, Outlook, Powerpoint)