Customs Support Specialist
4 weeks ago
We are seeking a skilled Customs Customer Service Specialist to provide exceptional support to our customers in Southampton, ensuring timely resolution of incidents and requests.
This role involves working a varied shift pattern, with one week of early shifts, followed by mid-shifts, and then late shifts. Additionally, the successful candidate will be required to be on call every 5 weeks.
The successful candidate will be responsible for:
- Providing 1st and 2nd line support, including call handling, logging, prioritizing, diagnostics, and fixes to ensure resolution within SLA for all incidents for all customers 24/7.
- Performing 1st line diagnosis on customer networking and communications or liaison with third-party suppliers.
- Liaising with Regulatory Authorities, Terminal Operators, Shipping lines, System Integrators, Freight Forwarders, and Third Parties to ensure the customer's freight is kept moving at both ports and airports.
- Performing new customer installations, upgrades, configuration changes, and ceases of both CNS-provided services and communications to enhance the customer experience throughout the customer lifecycle.
- Accurately escalating incidents requiring 2/3rd line support to ensure the customer receives a response and timely resolution from all areas of the business.
- Providing excellence in Customer Service through professional and consistent support and by taking ownership of all customer contacts, ensuring customer satisfaction is achieved at Incident closure.
- Handling customer complaints and/or forwarding them to the relevant manager for a formal response.
- Maintaining customer configuration and service provision records and history.
- Gaining knowledge and expertise in all CNS's applications.
To be successful in this role, you will need:
- At least 3-5 years of customer service experience, ideally within transport, logistics, maritime, or similar sectors.
- 2 years of customs experience is essential.
- Previous experience of CNS or other CSP.
- ITIL Foundation certificate is preferred.
- Knowledge of maritime and airfreight imports & exports; ERTS; CHIEF/CDS; EDI Messaging.
- Proficiency in speaking other language(s), in particular Dutch as this will enhance your ability to communicate with our diverse client base.
- Excellent communication skills, both verbal and written.
- Ability to work as a team and individually.
We offer a competitive compensation package and a chance to work in a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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