Customer Service Representative - Contact Center

Join Alaska Marine Lines’ dynamic Contact Center team as a Customer Service Representative, where your strong communication skills and attention to detail will shine as you assist customers with a wide range of inquiries. Whether it's guiding someone on how to ship their freight to Alaska or providing accurate quotes and booking cargo shipments, you'll play a crucial role in ensuring our customers receive top-notch service. As a team player, you'll collaborate with colleagues to respond promptly and accurately to customer needs via phone, email, fax, or in person, all while upholding our commitment to excellence and continuous improvement.

 Essential Duties and Responsibilities

• Answer a variety of customer information requests by phone, e-mail, and fax or in person regarding rates, routing, packing procedures and interline transportation procedures.
• Quote accurate rates and document cargo bookings for shipments.
• Respond accurately and timely to customer questions, concerns and service requirements via phone, e-mail, and fax or in person.
• Enter documents into scanning (Imaging) system.
• Employ training received on AML’s Customer Experience Initiative.
• Follow established processes & adjust to changing processes as the company strives for continuous improvements.
• Carry out all duties with a strong commitment to excellent customer service.
• Assist in Receiving regularly or as needed.
• Other duties may be assigned.

Qualifications

• Ability to prioritize and multitask.
• Positive and professional demeanor.
• Excellent written and verbal communication skills.
• A minimum of 2 years of experience in customer service is required (taking multiple calls and emails at once is preferred).
• Perform basic math for quotes for customers.
• Strong work ethic - we work together as a team.
• Windows, Excel, Outlook, keyboarding and ten key proficiencies.

Your Benefits will include:

• Paid Time off – start with 17 days paid time off a year (PTO) + additional extended leave paid time
• Paid Holidays - 8 paid holiday a year in additional to PTO (New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day)
• Health Insurance - medical, dental and vision with low employee contributions
• Health Insurance for your family – we also contribute to medical, dental and vision for your family
• 401(k) with company match + additional annual retirement contribution
• Life Insurance and AD&D – we pay for at no cost to you
• Long term disability – we pay for at no cost to you
• Employee Assistance Program
• Opportunities for professional development and career advancement
• Educational Assistance with our tuition reimbursement program
• Family friendly work hours (closed on weekends and paid holidays)
• Discretionary Bonus Program
• Competitive wages with annual performance and wage reviews 
• On-Demand Pay with Dayforce Wallet