NCP65015174
Port of Wilmington
GRADE: 37
HIRING RANGE: $55,964-$68,741
SUMMARY OF DUTIES:
Address external customer issues with phone/email/NC Ports website/in person contact, and communicate issues to NCSPA Departments. Clarify customer requirements in conjunction with NCSPA internal processes and policies. Develop, plan and coordinate delivery of customer service that is seamless to the customer through single point of contact. Coordinate all aspects of NCSPA’s customer service policies, objectives, and initiatives. Conduct, analyze and report out on customer service/customer surveys. Provide additional contact for existing/new business. Track progress of new business leads through Scorecard. Submit rate quotes from tariff and manage quotes file. Coordinate new customer registration and onboarding with Finance and Operations. Monitor requests for container terminal operating accounts, and complete registration. Monitor help desk requests to MACH. Develop and establish procedures and policies governing customer correspondence and the handling of customer complaints. Oversee the investigation of complaints such as those concerning rates or service in connection with any product or service offered. Analyze reports of findings and recommend response to complaint/claim, considering nature and complexity of complaint/claim, requirements, and actions of subordinates to ensure settlements are made correctly.
DESCRIPTION OF WORK:
- Respond to customer telephone or written inquiries regarding status of services, complaints, shortages and adjustments, expediting, and requests for literature
- Provide inside support to field sales representatives in daily customer contact and inquiries
- Keep assigned salesperson advised of current issues with clients
- Analyze individual solutions and take appropriate actions to ensure customer needs are met
- Coordinate activities with internal company departments, vendors and customer
- Provide necessary follow up and initiate correspondence
- Access, update and maintain computer file for individual accounts
- Prepare quotations for standard products or services
- Refer technical or complex issues to supervisor or others for final decision
- Represent Business Development Department in various settings such as committees or other work groups
- Act as liaison for department while working toward team goals and promoting open communications
- All other duties as assigned by management
PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Position requires a Bachelor’s degree in International Business, Logistics, Marketing or related field combined with five years’ experience in associated commercial capacities with marine terminals, relevant transportation service providers or corporate/third party logistics organizations
- Excellent verbal and written communication skills across all organizational levels are required
- Prior supervisory experience preferred
- Must have strong PC skills using Office, Notes and other client management software applications
- The successful candidate must be a self-starter, able to work towards meeting specific objectives with minimal supervision and have good process management and project management skills
- Must be highly organized, able to work in a team environment, and take projects to completion in conformance with deadlines
- Must be sales oriented and comfortable communicating business propositions to Port clients
- Must have a valid driver’s license and meet TWIC security requirements
HOW TO APPLY:
NCSPA employees may apply at the Human Resource office in Wilmington or Morehead City. Others may apply by submitting a resume and state application (PD-107) at the Employment Security Commission or via e-mail at jobs@ncports.com.
All applications must reference the above job number to be considered for this position.
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original job » Apply Now Indeed will send your application to jobs@ncports.com.
Please review all application instructions before applying to North Carolina Ports.
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» Apply Now Indeed will send your application to jobs@ncports.com.
Please review all application instructions before applying to North Carolina Ports.
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