Customer Service Representative

Functional Context: Position Summary: This role helps our customers to understand the IMDL services offered by PRIMO. Also, answers and support inquiries and HCC, handles concerns, complaints, or other issues. And helps to ensures customer satisfaction promoting customer´s interest in the PRIMO´s services. The quote expert is in charge of supporting the commercial process on closing business. His/her responsibility is to always look for the best rate option for the client and to be an advisor to provide and offer the right quote on a timely manner. Your experience will help to follow up on quotations that bring more value to the customer and the company, as well as identify areas of opportunity to improve the commercial process from the quotation view. Top tasks & responsibilities: 1. Customer Experience: Update Customers on a timely manner, while proposing Solutions when HHC´s arise. Be an advisor, suggesting options and informing, in detail, why extra charges/accessorial occurred. 2. Correct and timely management of FCL quotes. 3. Follow-up on potential quotes that can generate more value for the client and the company 4. Marketing needs: Identify customers and product needs to generate ideas for marketing material to be communicated. Both on services acknowledgment and products operational learning. Internal and external. 5. Operational Insights: Communicate issues and/or SLA´s breaches to the OP leader and OP manager to be escalated, reviewed, and corrected. 6. Develop customer relationship – be the quotes advisor to provide timely and correct advice to customers. 7. Self-Serve Strategy: Boost customers to serve themselves. Initially for Quoting and tracking. Once new portal is deployed, for dispatching as well. 8. E-mail management and capacity measurement: Track email & PU´s daily volume, peak days, and measure capacity to avoid service failures and anticipate customer service team increase.