Customer Support I, Customs Compliance

Job Description

JOB TITLE: Customer Support I, Customs Compliance

FLSA CLASSIFICATION: Non-exempt

DEPARTMENT: Customer Support - Supply Chain

REPORTS TO: Customer Support Manager, Customs Compliance

REVISION DATE: 06/27/2024

SUMMARY: The Customer Support I, Customs Compliance is responsible for delivering basic customer support and assistance to clients using ABI products and services. This role involves addressing and responding to customer inquiries related to ABI functionalities, troubleshooting issues, and guiding users through application processes. The representative ensures customers are equipped with the appropriate resources and information to successfully navigate and utilize the ABI system.

DUTIES AND RESPONSIBILITIES:

Answer incoming customer tickets regarding software issues, product problems, service questions and general client concerns.

Re-assign tickets to appropriate next level Support.

Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.

Update customer information in the customer service database during and after each call.

Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

QUALIFICATIONS:

Bachelor’s degree in business or computer related field or supply chain management a plus (not required).

Experience with Customs Compliance application or another ABI Provider (required)

Basic computer knowledge including different operating systems.

Have great communication ability; be able to understand clients’ needs and address the solution in a proper way.

Should understand the system enough to suggest workarounds and accommodate the customer’s needs based on the program’s flexibilities.

Be a team player.

Previous Customs experience or knowledge (preferred, but not required)

Follow instructions.

COMPETENCIES:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Occasionally/Frequently/Continually required to stand

Occasionally/Frequently/Continually required to walk

Occasionally/Frequently/Continually required to sit

Occasionally/Frequently/Continually required to utilize hand and finger dexterity

Occasionally/Frequently/Continually required to climb, balance, bend, stoop, kneel or crawl

Occasionally/Frequently/Continually required to talk or hear

What You’ll Love About Magaya

Great Company Culture: Join a team of talented professionals who are passionate about what they do and dedicated to helping our clients succeed.

Work-Life Balance: Enjoy remote work opportunities where applicable, allowing you to maintain a healthy balance between work and personal life.

Rest and Relaxation: Benefit from flexible vacation time, wellness days, and up to 40 hours of sick leave (depending on your state of residence).

Comprehensive Health Benefits: Access a full suite of benefits including Medical, Dental, Vision, and GAP coverage for employees and their dependents. We also offer Short-Term Disability, Long-Term Disability, and company-paid life insurance.

Additional Perks: Take advantage of optional benefits such as Pet Insurance, Legal Insurance, Identity Protection, and more.

Future Planning: Participate in a competitive 401(k) plan with a generous company match to help you prepare for retirement.

Full-time