Customer Experience Representative

JOB INFORMATION:

Job Title:   Customer Experience Representative

Department(s): 5082 - Customer Experience

Location(s):  Garden City Terminal

FLSA Status:  Non-Exempt

JOB OVERVIEW:

Under the supervision of the Customer Experience Supervisor, the Customer Experience Representative provides universal customer service that is distinctive and consistent by exceeding customer expectations and understanding customer needs and requirements. Retain the focus on customer loyalty and establish added value services and further strengthen the relationships with our customers. To be customer-focused delivering service and value.

Upholds the values of the GPA to promote Safety, Integrity, Respect, Community, Creativity and Opportunity. Promotes a safe work environment by participating in safety initiatives and reporting unsafe conditions and behaviors.

JOB DUTIES:

• Customer Experience Representatives are the primary point of contact for GPA customers on inquiries, challenges, and problem-solving issues.
• Provides general information regarding GPA services and facilities.
• Educates customers regarding standard operating procedures and transaction requirements to promote efficient and effective cargo movement.
• Educates users on self-service facilities as they become available.
• Promotes GPA's features and services to existing and prospective customers by utilizing GPA software and Internet connections.
• Responsible to test systems upgrades and enhancements and provide feedback on functionalities and how they will work for the customer or team.
• Develops constructive and cooperative working relationships with both internal and external customers.
• Ensures a high execution of services throughout the GPA.
• Responsible for learning to use performance measurements/standards and skill standards.
• Works to ensure departmental phone, email, and Chat KPI's are met or exceeded.
• Participates in improvement teams and project teams as required by the Customer Experience Manager or Supervisors.
• Performs other duties as assigned.
• Performs other duties as assigned
• Complies with all policies and standards

JOB REQUIREMENTS:

Knowledge, Skills, & Abilities

• Strong Microsoft Word, Excel, and PowerPoint required.
• Excellent written, oral, and presentation skills required.
• Strong interpersonal skills and the ability to interact effectively and professionally with GPA staff on all levels of administration as well as internal and external customers in order to create a result-driven, team-oriented environment.

Experience

• 3+ years customer relations experience, strong knowledge in international trade procedures Preferred

Education

• Required High School Diploma or equivalent
• Preferred Four-year college degree in business, marketing, communications or a related field is

Licenses & Certifications

• TWIC - Transportation Worker Identification Credential Required
• Driver's License - Valid state driver's license Required

Note: This job description is not necessarily an exhaustive list of all duties, responsibilities, job requirements, or working conditions associated with the job. Management reserves the right to revise the job or to require the performance of different or additional tasks. The employee must be able to perform the essential functions of the job, with or without reasonable accommodation, an without direct threat to the health or safety of others.

Revised: 1/23/2025

Mission: To empower entrepreneurs, strengthen industries, sustain communities, and fortify families by relentlessly striving to accelerate global commerce.