Customer Service Representative

Alaska Marine Trucking provides and manages local freight distribution services in Alaska which includes loading, unloading, warehousing, pickup and delivery. Alaska Marine Trucking works closely with Alaska Marine Lines in coastal communities throughout Southeast, Central, and Western Alaska.

We currently have an opening for a Customer Service Representative in Juneau, Alaska. This is a Full Time position which offers family friendly benefits, a competitive pay package and professional growth.

Currently, our benefit package includes:

Paid time off – start with 17 days paid time off a year (PTO)+ additional extended leave paid time
Paid Holidays– 8 paid holidays a year in addition to PTO

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.
Tuition Reimbursement
Employee Assistance Program
Life Insurance and AD&D– we pay at no cost to you.
Long term disability– we pay at no cost to you.
Opportunities for internal promotions/career advancement

Be part of our Team and create big possibilities in your life with a challenging and rewarding career at Alaska Marine Trucking.

SUMMARY:

Possesses a genuine desire to serve the Customer by processing and providing information through a multitude of avenues including, but not limited to, the essential functions of the job listed below.  Processes and provides barge/ferry cargo availability/routing/ freight rating information for customers.

Customer Service Representative I

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following; other duties may be assigned: 

• Safety is Lynden's first responsibility to our employees and our customers.  This position is a safety-sensitive position and the ability to work in a constant state of alertness and safe manner.
• Answer a variety of customer information requests in person, by phone, and email, regarding rates, routing, packing procedures and interline transportation procedures.
• Performs tasks outside and during odd hours that include barge checking, intake and inspect vehicles, equipment and break-bulk cargo for shipment to Alaska or other locations.
• Process Bills of Lading for receiving, review bills for complete information, assign codes and instructions as required.  Enter alpha and numeric receiving data from source documents into computer in office and occasionally in warehouse environment.
• Enter documents into scanning (Imaging) system.
• Employ training received on AML's Customer Experience Initiative.
• Respond accurately and timely to customer questions, concerns and service requirements via phone and email, or in person.
• Carry out all duties with a strong commitment to excellent customer service.

Customer Service Representative II

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the above and following; other duties may be assigned: 

• Quotes accurate rates and documents cargo bookings for shipments.
• Rate Bills of Lading using company's computer program.
• Highly knowledgeable of up to two regions and able to handle 90% of questions that come from customers.
• Follow established processes and adjust to changing processes as the company strives for continuous improvements.
• Carry out all duties with a strong commitment to excellent customer service.
• Perform audits to ensure accuracy of customer billing.

Customer Service Representative III 

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the above and following; other duties may be assigned: 

• Competent on all duties including, but not limited to, Receiving, Billing, Quotes and bookings.
• Highly knowledgeable of up to four regions and able to handle 90% of questions that come from customers.
• Skilled at addressing concerns and troubleshooting issues. 
• Willing to travel if needed to other ports for training or coverage.
• Able to operate pallet jack, forklift with minimal supervision.

MAJOR INTERFACES

1. Customers
2. General public
3. Operations Personnel
4. Pricing/Sales
5. Service Center Manager
6. Dispatchers

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and physical demands in the work environment.

EDUCATION and/or EXPERIENCE

High School Education or G.E.D or equivalent and a minimum of 2 years related experience.  Knowledge of current customers, requirements and processes is helpful.

LANGUAGE SKILLS

Ability to read, analyze, and interpret documents such as tariffs, procedural manuals and employee and safety handbooks.  Ability to write and communicate clearly and be understood.  Ability to effectively present information and respond to questions from groups of managers, customers, employees, and service partners and the general public.

CERTIFICATES, LICENSES, AND REGISTRATIONS:

Must be able to apply and be issued a TWIC (Transportation Workers Identification Card).

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Ability to apply common sense understanding to fulfill job duties with limited or detailed written or oral instructions.

OTHER SKILLS AND ABILITIES

• Ability to meet a flexible work schedule based on the needs of the Company.
• Ability and willingness to work overtime as required.
• Ability to plan, organize and prioritize work to meet schedules/deadlines.
• Regular attendance and timeliness are essential functions of this position.  Daily physical presence is required.
• Ability to work alone or as part of a team with minimal supervision.
• Must be flexible and adaptive to constant changes and be able to work in a high stress, fast paced environment.
• PC skills required:  Windows, Excel, Outlook, keyboarding proficiency.  Ability to learn in-house software.
• Keyboard and ten-key by touch.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to talk, hear and speak while communicating with employees and customers either in person or using telephones or radios.  While performing the duties of this job, the employee must be able to handle a variety of physical activity from sitting to standing, walking and occasional lifting from 10 to 40 pounds.

Employee must be able to use eyes, hands and fingers to keyboard, operate phones, fax and other office machinery.  The employee must occasionally kneel and stretch while inspecting vehicles.  The employee must possess close, distance, color peripheral and depth perception.

The employee needs the ability to work in a constant state of alertness and in a safe manner.

REQUIRED PERSONAL PROTECTIVE EQUIPMENT (PPE):

Employee is required to wear PPE as outlined in Company’s Industrial Health and Safety Manual Chapter 2.27 PPE Program, which may include hard hat, safety toe shoes/boots, gloves, safety glasses/goggles, hearing protection, respiratory protection and arctic gear.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate in the office to very loud in the barge operation.  Dress requirements in some locations are required for safety reasons and are not optional.

The employee is occasionally exposed to outside weather conditions and working around moving machinery.

COMMENTS:

Must pass a pre-employment drug test and a criminal background check.

This job description is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice.

PRE-CONDITIONAL OFFER DRUG TESTING AND BACKGROUND CHECK REQUIRED.   ALASKA MARINE TRUCKING IS AN EQUAL OPPORTUNITY EMPLOYER.