International Customer Service Manager

The main purpose of this position is to manage international freight forwarding services for import and exports customer accounts within the Werner Global Logistics Operations team in the U.S. or Mexico. Responsibilities extend to soliciting customers for shipment bookings, collecting all necessary shipment information, evaluating and selecting the appropriate service option for each shipment, executing the shipment plan using the WGL network of providers, managing the collective resources employed to move the shipment, managing shipping document compliance, updating shipment status and location within the global TMS system, and addressing questions.

The job functions listed below represent the essential job duties and responsibilities of the above-listed position.

• Obtain customer booking requests for import or export shipments via telephone, e-mail, fax machine, and E.D.I.
• Evaluate and establish optimal shipping mode combination to meet the requirements of each customer shipment.
• Select and assign service providers and make bookings with ocean, ground, rail and wholesale NVOCC partners and communicate shipping instructions to all involved parties.
• Collect, evaluate and manage all relevant shipping documents and implement all required origin and destination global protocols dictated by foreign countries
• Coordinate with overseas WGL staff and worldwide WGL partner agents related to managed shipment services, cost of services and shipping requirements - including after hours coordination related to foreign time zones.
• Manage origin and destination pick up and delivery processes to minimize and eliminate equipment detention charges and secure/ensure appropriate releases.
• Maintain accurate shipping records within the WGL TMS system related to shipment status, event dates, document requirements, billing rates and service provider costs.
• Evaluate current assigned accounts and make recommendations for improvements.
• Periodically review operations with assigned customer accounts regarding: vendor scorecard, WGL scorecard, operational procedures and issues and process improvement ideas.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of international freight forwarding industry and terminology gained through practical experience within the industry and on-the-job training.
• Knowledge of U.S. Customs policies, practices, and documentation requirements.
• Knowledge of ocean shipping processes, domestic dray carrier operations, and overseas agent roles and responsibilities.
• Fluent skill operating a P.C., including the use of Internet and Intranet applications preferred.
• Strong written communication and negotiation skills.
• Strong decision-making skills

EDUCATION AND EXPERIENCE

• A minimum of a Bachelor's degree from an accredited college or university, or equivalent international transportation experience.
• One to two years of international freight forwarding, ocean shipping or transportation sourcing experience required.
• Three to five years of customer service experience required.
• Multi-lingual preferred.

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.