Customer Service Representative II

See yourself at Odyssey.

Join the team as our new Customer Service Representative II

Who We Are & Why We’re Hiring

Based in vibrant Mexico, MX Odyssey is on a journey to constantly innovate logistics. We’re actively recruiting for this key, high profile role as we are experiencing tremendous growth and would love for you to join us!

Visit us at: www.OdysseyLogistics.com/careers

About the Job:

The Client Services Representative II (CSR2) is responsible for shipment management execution in Odyssey Logistics & Technology’s proprietary management system(s).  Shipment management is the end-to-end visibility of the shipment throughout the tendering and shipment cycle.  The CSR is to proactively manage shipments, in order to effectively and efficiently secure LSP’s to meet the shipment requirements of Odyssey Logistics & Technology’s clients.  The CSR is expected to communicate effectively with Logistics Services personnel, Odyssey Logistics & Technology’s clients and LSP’s, and with other Odyssey Logistics & Technology’s personnel and functional areas.

In This Role, You Will:

• Utilize OL&T’s propriety management systems to execute shipment management tasks throughout the cycle of the shipment.
• Participate in client meetings as necessary.
• Principle transactional liaison between OL&T clients and LSPs. 
• Provide assistance in any shipment deficiency investigations and bring them to resolution.
• Proactively identify and resolve pick up, delivery or en-route exceptions and minimize impact to external or internal customers.
• Communicate any potential service failures to appropriate OL&T personnel and then to client contacts if unable to recover the shipment to retain the original level of service expected.
• Contribute documentation of all tasks to assist in the training of others. 
• Participate in training others as required.
• Prioritize tasks in order of importance while handling frequent requests for information.
• Ensure that all assigned system transactions are completed in a timely manner and produced output is error free.
• Maintain the highest level of service standards on all shipments.
• Work cooperatively and productively with other CSRs, as well as Client Services Supervisor, to complete tasks in accordance with OL&T standards and any applicable contracted Key Performance Indicators (KPIs).
• Travel as necessary.
• Interface with IT as required for system enhancements and upgrades.
• Provide qualified backup support to other team members.
• Provide after-hours support as assigned.
• Provide support for all other tasks as assigned.
• Audit transportation freight bills submitted by carriers for validity against customer business rules and/or Odyssey contracts or agreements.
• Resolve any billing discrepancies with carriers.  Escalate disputed invoices to the Supervisor or as directed to the respective internal department that would best resolve the issue.
• Notify the Supervisor or if directed the Master Data group of any missing or inaccurate data in our audit system which is causing audit errors.
• Prepare for customers transportation cost estimates on shipments made.
• Correct discrepancies in Customer shipment data when failing to pass system validations.   
• Review corrected and balance due invoices for audit validity.
• Have a thorough knowledge of customer Audit Business Rules and/or Odyssey’s contract/tariff agreements.
• Process invoices from start to finish and accurately handle both the non-cost and cost audit validations.
• At all times maintain a high level of accuracy in auditing invoices.
• Maintain a level of work activity meeting departmental standards.
• Consciously maintain a safe work environment.

Required Qualifications:

• College degree required on International Business or related.
• Valid Visa and Passport is required.
• Bilingual in English and Spanish is required.
• Excellent customer service skills.
• Organizational and negotiation skills.
• Microsoft Office Applications: Basic Excel skills are necessary.

Preferred Qualifications:

• Logistics and transportation experience preferred.
• Knowledge of logistics and transportation documents, terminology, and principles is strongly preferred.
• Strong communication skills, particularly when dealing with a variety of people and situations over the phone and via email. 
• Ability to apply common sense understanding to carry out instructions furnished in written or oral form. 
• Ability to deal with problems involving variables in standardized situations.
• Ability to prioritize and manage multiple critical projects simultaneously.
• Good analytical skills.
• Computer Skills:   Proficiency in Microsoft Office suite of products: Outlook, Excel, Word, and PowerPoint.

• Excellent problem-solving and decision-making skills.
• Ability to quickly adjust to changing tactical situations as necessary and exercise sound judgment.
• Self-motivated with the ability to establish priorities and effectively manage time to complete multiple tasks within specified timeframes.
• Ability to present oneself and communicate in a professional, positive, and courteous manner at all times with all levels of clients, vendors, visitors, and other OL&T personnel.
• Possess the aptitude to maintain timely, complete, and accurate records.
• Skill to change or adapt to work practices, priorities, or procedures, or to reschedule activities in response to changing conditions or multiple work demands.
• Portray a performance level that exemplifies a solid and committed work ethic.

• Knowledge of general transportation rules and regulations a plus.
• Prior experience in Freight Bill Auditing a plus.
• Ability to perform with minimal supervision.
• Self-starter with the willingness and ability to identify process performance improvements.

Competencies:

Location:

This is an in-office role based in Mexico City, MX

Travel Requirements: Up to 10% (US traveling is required about 2 times per year for training/meetings)