Customer Experience Representative

gpaexternalcareers; Garden City, Savannah (GA, GA); On-site; USD 40,000 - 48,000; Full time

Job summary

Georgia Ports Authority is seeking a Customer Experience Representative for Garden City Terminal. You will be the primary contact for inquiries, provide information on GPA services, and educate customers on procedures to ensure smooth cargo movement.

Ideal candidates have 3+ years in customer relations, strong communication and presentation skills, and a TWIC credential. This is a non-exempt, on-site role at the Garden City Terminal with a focus on customer loyalty and service excellence.

Qualifications

• Strong written, oral and presentation skills required.
• Interpersonal skills to interact with GPA staff and customers.
• 3+ years customer relations experience preferred, international trade knowledge a plus.

Responsibilities

• Primary contact for GPA customers addressing inquiries and problems.
• Provide general information about GPA services and facilities.
• Educate customers on SOPs and transaction requirements for cargo movement.
• Promote GPA features and services using GPA software and internet access.
• Test system upgrades and give feedback on usability for customers and team.
• Build constructive relationships with internal and external customers.
• Strive for high service execution across GPA.

Skills

Written communication

Oral communication

Presentation skills

Interpersonal skills

Customer service

Education

High School Diploma or equivalent

Bachelor's degree in business/marketing/communications

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

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.