Senior Customer Service Representative

hace 3 semanas

Bogota, Colombia HUBTEK A tiempo completo

As an **Senior Customer Service Representative, **Provide a world-class customer experience by proactively addressing all real and potential opportunities to delight our customers. Maintain a healthy portfolio by understanding each client's business and taking calculated risks in invoice purchases.

**Some of your responsibilities are but are not limited to**:

- Proactively contact customers through their preferred method of contact with status updates on their invoice purchases and notify customers as soon as possible of any delays in verification.
- Review customer requests outside of the normal operational process and find solutions for each case, escalating cases as necessary for decision-making.
- Thoroughly and clearly explain all policies, procedures, and account information to the customer. Provide ongoing training to the customer to achieve a smoother financing process for them.
- Resolve all customer issues and complaints in a manner that generates world-class customer service while minimizing risk to the organization.
- Ensure that all invoices for purchase on a given day are purchased within the established time limit. Review all held invoices daily to ensure they are on hold, follow up accordingly, and ensure the customer is fully informed at all times.
- Review portfolio reports and analysis daily, daily follow-up with customers with relevant account information.
- Support collection efforts to keep the portfolio under control and collect all invoices. Follow up on all workout accounts to reduce the risk of losses to zero, taking action with the collections department, customer, brokers, shippers, and receivers as necessary.
- Maintain accurate customer account information in all systems used and maintain accurate customer public funding instructions. Including accurate purchases at the relationship and customer level.
- Maintain events on the customer's account, taking steps to resolve compliance issues as necessary.
- Perform analysis to determine if each purchase is secure (including credit and insurance validation, duplicate purchases, customer/broker concentration, exceptions).
- Follow up on all invoices pending review and communicate with the broker as necessary considering the customer's request or time constraints.
- Observe and comply with special purchase terms, including full recourse and direct shippers.
- Manage customer reserve accounts according to present risk (full recourse purchases, loads purchased with damages, etc.). When negative reserves are recurring, make program change recommendations to minimize future risks.
- Weekly report on open fuel advances, negative reserves, inactive customers/training risk position, claims, concentration, overdue originals, low-quality copies, late original charges, AE exceptions, unapplied cash account.
- Review full recourse and unfunded invoice reports daily and take appropriate action.
- Cover additional accounts as needed.
- Complete all recurring or unique tasks for the successful execution of your position and/or as assigned by the supervisor.

Minimum requirements

**What would help you succeed**:

- Believe and love what you do.
- Teamwork.
- Adaptability.
- Communication skills.
- Detail and Quality Orientation.
- Customer Orientation.
- Decision-Making.

**Minimum requirements**:

- **Studies**:Bachelor's degree in International Business, Business Administration or Logistics related. Other studies are also considered.
- **Experience**: At least 3 or 4 years of experience In the Customer Service or Account Executive area.
- **Language**: Advanced English skills. B2 or higher is required.

**Perks**:

- **Schedule**:Monday through Friday from 8 to 5 and from 9 to 6 (On US EST schedule) Sporadic schedule: Once a month a weekday shift from 6 pm to 9 pm and 1 Saturday every month and a half from 9 am to 3 pm. following the American Calendar.
- **Contract**: Indefinite term contract.
- **Places**: Remote.
- **Salary**: 5.500.000 COP

**Skills**:

- Results Oriented
- Sense of Urgency
- Detail Oriented

**Job Types**: Full-time, Permanent

Pay: $5,500,000 per month

Application Question(s):

- How many customers do you or did you serve per day?

**Experience**:

- Customer Service: 4 years (preferred)

**Language**:

- English (preferred)

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