Job Family: Service Center
Job Title: Agent – Documentation (Richmond)
Role Summary:
This position is responsible for the successful execution of the Richmond Export Documentation process. Required to follow policies and procedures to provide an optimal level of customer service. Responsible for attending to customer’s needs their bill of lading and providing problem resolution internally and to the offshore team. The incumbent will report directly to the Supervisor, Export Documentation
Additional Responsibilities:
● Respond to customer requests timely and accurately
● Provide a high level of customer service both internally and externally
● Ability to handle high volume of daily incoming calls and emails
● Ability to maintain and organize specialized functions, coordinating with offshore for completion
● Analyze and determine necessity for escalation
● Ability to work flexible hours/shifts
● Availability to work extended hours including weekends and holidays according to business need
Core Required Skills and Competencies:
● Ability to evaluate data, analyze, and problem solve
● Ability to multi-task and prioritize
● Ability to succeed and thrive when working independently
● Highly motivated with the ability to work independently and as a team member
● Strong orientation toward achievement at high levels by self
Function-Specific Required Skills and Competencies:
● Applies knowledge, procedures, and good judgment with daily decision-making
● Attention to detail and accuracy
● Provides exceptional service to internal and external customers with accuracy, efficiency, and effectiveness
● Responds to customers, accurately, and timely in a caring manner
● Strong verbal and written communication skills
Required Minimum Years’ Experience: 0 to 2+ function-related
Required Minimum Education: Bachelor’s Degree Preferred
Company DescriptionOcean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Family: Cargo Management
Job Title: International Logistics Specialist (Richmond)
Location: Richmond, VA; This position will follow a hybrid work-from-home/office model with a minimum of three days in the office weekly
Role Summary:
This position is responsible for successfully executing the Richmond International Logistics Service process. Required to follow policies and procedures to provide an optimal level of customer service. Responsible for customer support by coordinating inbound cargo, resolving logistical challenges for inbound/outbound cargo, and providing product and service information. The incumbent will report directly to the Supervisor, Service Operations.
Additional Responsibilities:
● Assist with the daily tactical processes that ensure smooth movement of high-value cargo moving in/out of North America
● Assist with customer and sales inquiries and concerns
● Troubleshoot and resolve complex issues involving cargo movement including customs, logistical, and technical challenges
● Document and update customer records based on interactions in both Sales Cloud and Service Cloud
● Develop and maintain a knowledge base of evolving products and services
Core Required Skills and Competencies:
● High level of both verbal and written communication skills
● Sound decision-making and problem-solving skills
● Adapts to change and prioritizes for high-end results
● Strong interpersonal skills
● Responsive, dependable, and follows through
● Team Player
Function-Specific Required Skills and Competencies:
● Previous experience in logistics, customer service, sales, or other related fields is a plus
● G Suite or Microsoft Office experience is required
● Customs and logistics knowledge is a plus but not required
● High level of verbal and written communication skills in both English and Spanish is preferred
Required Minimum Years Experience: 0 to 2+ function-related
Required Minimum Education: Bachelor’s Degree Preferred
Company DescriptionOcean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Family: Service Center
Job Title: Agent – Documentation (Richmond)
Role Summary:
This position is responsible for the successful execution of the Richmond Export Documentation process. Required to follow policies and procedures to provide an optimal level of customer service. Responsible for attending to customer’s needs their bill of lading and providing problem resolution internally and to the offshore team. The incumbent will report directly to the Supervisor, Export Documentation
Additional Responsibilities:
● Respond to customer requests timely and accurately
● Provide a high level of customer service both internally and externally
● Ability to handle high volume of daily incoming calls and emails
● Ability to maintain and organize specialized functions, coordinating with offshore for completion
● Analyze and determine necessity for escalation
● Ability to work flexible hours/shifts
● Availability to work extended hours including weekends and holidays according to business need
Core Required Skills and Competencies:
● Ability to evaluate data, analyze, and problem solve
● Ability to multi-task and prioritize
● Ability to succeed and thrive when working independently
● Highly motivated with the ability to work independently and as a team member
● Strong orientation toward achievement at high levels by self
Function-Specific Required Skills and Competencies:
● Applies knowledge, procedures, and good judgment with daily decision-making
● Attention to detail and accuracy
● Provides exceptional service to internal and external customers with accuracy, efficiency, and effectiveness
● Responds to customers, accurately, and timely in a caring manner
● Strong verbal and written communication skills
Required Minimum Years’ Experience: 0 to 2+ function-related
Required Minimum Education: Bachelor’s Degree Preferred
Company DescriptionOcean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
