Customer Care Representative - Customs & Brokerage

Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Calgary, Alberta site, is looking for a new Customer Care Representative to join our Customs team. 

Your Role

As the Customer Care Representative, you are responsible for ensuring that our customers have a positive experience each time they engage with Kuehne+Nagel. You will be responsible for direct interaction with our customer, problem solving, interaction with Customs Brokerage in compliance with Canadian Customs rules/regulations/policy directives and in accordance with Kuehne + Nagel company procedures. We accept the applications from Edmonton location

Your Responsibilities

• You will be responsible for documenting the resolution of issues/complaints/service failures using Corelog, TIP Tool, RT or other designated platform);

• You will be responsible for Duty rates, HS codes, documentation, PGA requirements, SIMA,CBSA Audits, Urgent shipment status, corrections to B3s, CARM, Surety Bonds, Duty Drawbacks & Refunds, Customs Compliance, Duty Deferral Programs, Voluntary Disclosures

• Manage and review general escalations/requests from the OCC team such as: request for updated client database; request for updated FTA information;

• Determine pricing and deliver quotes to client for special projects

• Promote and facilitate DAS payment service.

• Promote and facilitate FTA Maintenance service (Regional FTA mailbox)

• Receive requests for special shipment handling and refer same to applicable OCC team.

• Work with client to secure/build/update product databases including static PGA info

• Assist/support CREDIT department in collections/disputes as required Set up COD or ONE-TIME accounts and determine pricing

• Coordinating DDP shipments with overseas team (POA, BIN#, Records Form)

• Review and update client profile notes as required.

• Support Sales Team in securing new business

• Communicate with client base on a regular basis (QBR) Periodic review of invoice reports and related metrics (GP/file) Communicate lunch and learns, industry news, customer webinars etc. to house accounts

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Your Skills and Experiences

• High School Degree or Equivalent

• 3+ years of experience in customs brokerage or customs compliance role

• Knowledge of Cargowise system

• Excellent communication skills (both oral and written)

• Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel)

Good Reasons to Join

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-HYBRID

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at ~~~ during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: ~~~ with the nature of your request. We will answer your inquiry within 24 hours.