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NNR Global Logistics · 1 month ago

Japanese Speaking - International Shipping Customer Service Rep

Dallas, TX

Full-time

Onsite

Mid Level

$60K/yr - $68K/yr

3+ years exp

NNR Global Logistics USA Inc. is seeking a dynamic and energetic Japanese Speaking - International Shipping Customer Service Representative to enhance their logistics operations. In this role, you will provide exceptional customer support to Japanese-speaking clients, ensuring smooth communication and fostering strong client relationships in the international shipping domain.

LogisticsSupply Chain ManagementTransportation

Responsibilities

Serve as the primary point of contact for Japanese-speaking clients regarding international shipping inquiries, tracking, and delivery issues

Assist customers via phone, email, and chat with timely and professional responses, demonstrating excellent phone etiquette and communication skills

Support Branch in creating and implementing policies and procedures to ensure that the customer service operations staff maintains high service standards

Directly supervise all aspects of the assigned Account relationship

Create, update and maintain customer SOPs

Manage, maintain and expand assigned Accounts

Provide overview and reporting as required of existing business and projected forecast information. Coordinate data and required reporting criteria as set forth by the individual customer’s requirements on a weekly and monthly basis

Maintain and expand business with existing customers between Branch and the NNR Worldwide Organization of offices, partners and agents

Ensure that customers who have not shipped regularly and/or recently are contacted to determine shipping status or new opportunities

Meet/communicate with customer stakeholders to discuss business and potential future business opportunities. Conduct telephone sales to existing or prospective customers

Record all Sales Leads and Routing Orders in PowerNet sales and meet the company standards for these targets on a monthly basis

Participate in Scheduled T-cons

Generate all sales reports in PowerNet Sales/CRM

Monitor production of assigned Accounts and evaluate trends within your market

Identify mandatory milestones including tracking milestones and update lead times

Assign parameters for transit time reports, run transit time reports daily to extract missing milestones

Communicate with local ops staff and overseas agent on missing event updates, perform root cause analysis and investigate solutions to communicate to customers

Contact customers following sales activities to ensure ongoing customer satisfaction and resolve any complaints

Correspond to customers and overseas partners in a timely manner including RFQ process

Incorporate customer requests to NNR USA offices, HO and NNR Group Partners/Agents via regular updates and/or SOPs

Run aging reports on Assigned Accounts, understand billing methods, liaison with freight payment companies to resolve billing issues

Attend meetings/training as required by management

Perform other duties as requested by management

Qualification

International freight forwardingFluency in JapaneseFluency in EnglishCustomer service techniquesMicrosoft Office proficiencyBilingual communication skillsCall etiquetteClient engagement strategies

Required

Fluency in Japanese and English — both written and spoken — with strong bilingual communication skills

2 or more years of college, military or industry equivalent

Thorough understanding of both international and domestic freight forwarding processes is essential, specifically including air and ocean export/import breakbulk as well as 3PL inventory management

Strong knowledge of sales and customer service techniques

Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.). Ability to use basic math skills to calculate freight, storage, duty and other charges

Knowledge of customer service best practices including call etiquette and client engagement strategies

International Freight Forwarding: 3 years (Required)