Brokerage Senior Assistant

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Job Description

Job Summary

The Senior Resolution Assist manages customer relationships for Brokerage products and will be the one point of contact for customer enquiries. They will have a strong command of the' ' 'company's customer service policies and be well-versed and trained in product knowledge that can be critical for offering quick and accurate resolution to customer enquiries. Senior Resolution Assist will manage the internal communication with teams auctioning the enquiries and will be responsible for following up and helping close out Internal and external enquiries

Job Duties

• Directly support the Brokerage Assist portfolio
• Answers, manage and follows up on incoming customer enquiries (internal and external) regarding custom brokerage items with but not limited to the use of CEC/ email/phone
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer
• Work with the product training teams to stay updated on product and process knowledge and be informed of any changes in company policies
• Solve ' 'customer's problems while turning frustrated customers into repeat customers
• Take action in dealing with repeating situations, creating CAPs to overcome and prevent the root cause
• Update and track 'customers' enquiries
• Maintain and generate customer reports as required
• Assists the supervisor/manager in training and development of the workgroup
• Control the daily workflow and identify any workflow failure; make a proposal for adjustments when necessary
• Assist with monitoring service levels and other key performance indicators (KPIs) to ensure the accomplishment of internal targets
• Performs tasks as directed by management
  
  

• Education: BS Customs Administration Degree - Preferred
• Accomplishments: Experience – Preferred
• Alternatives (If Applicable): BROKERAGE
• Minimum 2' 'years' experience in similar roles and exceptional performance a must
• Ability to multitask multiple projects and provide guidance to workgroup
• Ability to delegate responsibilities and provide leadership and training to workgroup