<p>Customer Service Coordinator, TVS GFS - Global Forwarding Solutions</p> <p>Summary</p> <p>The Customer Service team handles international and domestic freight shipments from origin to destination for customers in the United States. The team plays a key role in generating revenue and maintaining strong Customer Relationships by processing and coordinating customer orders to support sales and ensure satisfaction.</p> <p>The Customer Service Coordinator reports to the Operations Manager and helps meet and exceed customer expectations.</p> <p>Essential Functions</p> <p>Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.</p> <ul> <li>Responsible for executing all day-to-day Customer Service activities as directed. </li><li>Serve as the first point of contact for customers regarding freight movements, pricing, and general service inquiries. </li><li>Provide high-quality, business-focused support and solutions to address client requests. </li><li>Manage customer shipments from order placement to delivery, ensuring end-to-end service. </li><li>Facilitate the movement of consignments from the point of origin to the final destination. </li><li>Assist with quotes for both new and existing customers. </li><li>Maintain and update client and quote databases using the provided systems. </li><li>Create and keep Customer Standard Operating Procedures (SOPs) accurate and current. </li><li>Ensure correct billing to customers by maintaining auto rating for invoices. </li><li>Offload relevant administrative tasks to the Center of Excellence (CoE) by creating and maintaining SOPs. </li><li>Proactively communicate any issues (e.g., deviations, delays) to clients and management in a timely manner, including proposed corrective actions. </li><li>Develop and maintain effective partnerships with managers and stakeholders to understand their needs. </li><li>Represent the organization while working to achieve its interests. </li><li>Optimize workflows by improving processes in collaboration with the Operations Manager. </li><li>Oversee commercial control (quoting) for the allocated customer base under the supervision of the Operations Manager. </li><li>Identify growth opportunities within the allocated customer base and create solutions to capitalize on these, with guidance from the Branch and Operations Manager. </li><li>Prepare KPI reports and manage follow-up actions after customer meetings, in accordance with SOPs. </li><li>Ensure compliance with relevant industry regulations and frameworks. </li><li>Perform other duties as necessary to achieve business objectives. </li><li>Attend conferences, meetings, and industry events as needed. </li><li>Participate in all quality and excellence initiatives for TVS SCS. </li></ul> <p>Competencies</p> <ul> <li>Logical reasoning </li><li>Time management </li><li>Strong communication </li><li>Dispute resolution </li><li>Deadline-oriented </li><li>Professionalism </li><li>Confidentiality and integrity </li><li>Cultural sensitivity </li><li>Commitment to development </li><li>Interpersonal skills </li><li>Team collaboration </li><li>Results-driven </li></ul> <p>Education and Experience</p> <ul> <li>High school diploma or GED required; an associate's degree or certifications in Logistics and Supply Chain are preferred. </li><li>Proficient in general computer skills and Microsoft Excel for data analysis and reporting. </li><li>Experience with CargoWise or similar freight management software, particularly in import/export operations or logistics. </li><li>Familiarity with customs regulations and trade documentation. </li><li>Strong communication and negotiation skills. </li></ul> <p>Travel</p> <p>Travel is not required for this role. Occasional travel may be needed as business needs arise.</p> <p>Physical Demands</p> <p>The physical requirements described here reflect what an employee must be able to do to perform the essential functions of this job successfully.</p> <p>While working in this position, the employee is expected to frequently sit, stand, walk, and use typical office equipment.</p> <p>Work Environment</p> <p>This job is performed in an office environment.</p> <p>Position Type/Expected Hours of Work</p> <p>Full-Time, Non-Exempt. Schedule flexibility for extended or unplanned work hours is required.</p> <p>Other Duties</p> <p>Please note that this job description is not intended to provide a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.</p> <p>TVS SCS NA is committed to cultivating a diverse and inclusive culture as an EEO employer. The TVS SCS NA team does not discriminate against candidates or employees on the basis of disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law in any employment practices. We are pleased to provide reasonable accommodations to applicants; please contact [Hope Molyneaux, JMolyneaux@tvsscs.com] to request a reasonable accommodation. The employee selected for this role must be able to perform the position's essential functions satisfactorily. If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.</p> <p>TVS SCS NA complies with the CPRA: CALIFORNIA PRIVACY NOTICE</p> <p>https://www.tvsscs.com/wp-content/uploads/securepdfs/2023/02/CALIFORNIA-PRIVACY-NOTICE-1_18_23.pdf</p>