Inttra Inc

Customer Service Representative - Mumbai

IN-Andheri East, Mumbai 400 059
2 months ago
Category
Customer Service/Support

Overview

INTTRA is the world’s largest, multi-carrier e-commerce marketplace for ocean shipping. INTTRA professionals work with 54 leading carriers and NVOCCs, 109 software alliance partners, as well as their customers, to streamline and standardize their shipping processes worldwide through a network of more than 220,000 shipping professionals. Over 600,000 container orders are initiated on the INTTRA platform each week, representing 27 percent of global ocean container trade.

 

This person will be primarily responsible for the day-to-day support of production applications in an e-commerce environment involving international ocean transportation with a focus on customer service. The person is also responsible for ensuring that INTTRA provides excellent customer service and support by understanding the customers’ operating demands and how INTTRA is meeting those demands with business solutions.

 

Responsibilities

  • Handle incoming calls and provide customer satisfaction
  • Address customer inquiries to resolution
  • Perform end to end registration processing
  • Monitor production and test system shipping industry electronic transactions
  • Monitor production error notifications
  • Internal and external communication of EDI transaction errors
  • Manage problem escalation through to problem resolution
  • Provide training to customers over phone/webex
  • Accept and react to all local carrier related issues via e-mail or phone
  • Live chat assistance
  • Act as Product specialist to maintain up-to-date product information and training materials (applied to specific representatives only)

Qualifications

Education & Professional Qualifications:

  • Associates or bachelors degree in business preferred.

Prior Experience:

  • Experience in transportation industry in Carrier Operations, Supply Chain Operations, Freight Forwarder or Customs Brokerage Operations is a plus
  • 1+ year experience in customer service required

Skills & Qualities:

  • Excellent communication skills (written & verbal)
  • Fluency in any of these languages a plus: French, Italian, Arabic, Russian, Portuguese, German,  or Spanish.
  • Service oriented, customer service minded
  • Possess pleasant, yet assertive telephone personality with good listening skills
  • Analytical, problem solving skills
  • Proficient in MS Office applications and web applications

 

Special Work Hours Requirement:

5-day work week, shift duty.  Varied start/end times available. May need to work on weekends and holidays.

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