Customer Service Representative

Integrity Staffing Services; Portsmouth (VA); On-site; USD 29,000 - 42,000; Full time

Job summary

Integrity Staffing Services, Inc. is seeking a Customer Service Representative in Portsmouth, VA to handle inquiries via phone, email and other channels. You will research issues in CRM and maintain accurate contact records while supporting terminal operations.

The role requires a HS diploma or GED, at least one year of customer service experience, and TWIC. Knowledge of marine logistics and CRM systems is preferred; occasional weekend/holiday shifts may apply.

Qualifications

• Must have a HS diploma or GED.
• Minimum one year of customer service experience.
• TWIC required.
• Strong verbal and written communication skills.
• Proficiency in MS Office and ability to learn new software.
• Experience with CRM systems preferred.
• Knowledge of marine terminals, logistics or international shipping preferred.
• Familiarity with VIT procedures and Schedule of Rates preferred.
• Experience with Navis N4 and Express terminal OS preferred.
• Attention to detail and organizational skills.
• Ability to troubleshoot and provide timely solutions.
• Able to work independently and with multiple departments.
• Flexibility for varying schedules including weekends/holidays.

Responsibilities

• Provide prompt and professional customer service via phone, email, and other channels.
• Research and resolve inquiries using marine terminal systems.
• Document interactions and resolutions in CRM.
• Maintain accurate customer contact information in the CRM.
• Escalate unresolved issues to appropriate departments.
• Follow established customer service policies.
• Communicate recurring issues and improvement opportunities to the Customer Service Manager.
• Maintain public records in accordance with retention schedules and port policies.
• Ensure compliance with safety, security, and environmental regulations.
• Perform additional duties to support daily terminal operations.

Skills

Verbal communication

Written communication

MS Office

CRM systems

Attention to detail

Team collaboration

Education

HS diploma or GED

Tools

Microsoft Dynamics CRM

Navis N4

Express terminal OS

MS Office

Job description

We have an exciting opportunity for a Customer Service Representative position in Portsmouth, VA!

Qualifications:

• Must be able to obtain a Transportation Worker Identification Credential (TWIC).
• Must have high school diploma or GED.
• Must have a minimum of one year of relevant customer service experienceValid driver's license required.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office applications and ability to quickly learn new software systems.
• Experience with Microsoft Dynamics CRM or similar customer relationship management systems preferred.
• Knowledge of marine terminal operations, logistics, or international shipping preferred.
• Familiarity with Virginia International Terminals (VIT) procedures and Schedule of Rates preferred.
• Experience with Navis N4 and Express terminal operating systems preferred.
• Strong attention to detail, accuracy, and organizational skills.
• Ability to troubleshoot customer concerns and provide timely, effective solutions.
• Ability to work independently and collaborate with multiple departments.
• Must be flexible to work varying schedules, shifts, and locations based on operational needs, including weekends and holidays as required.

Job Duties entail but are not limited to:

• Provide prompt and professional customer service, resolving questions, concerns, and complaints via phone, email, and other electronic communication methods.
• Utilize marine terminal operating systems to research and resolve customer inquiries.
• Document customer interactions, resolutions, and follow-up actions in Microsoft Dynamics CRM.
• Enter and maintain accurate customer contact information in the CRM system.
• Escalate unresolved issues and customer requests to the appropriate department or management.
• Follow established customer service policies and procedures.
• Communicate recurring issues and opportunities for service improvements to the Customer Service Manager.
• Maintain, manage, and dispose of public records in accordance with Library of Virginia retention schedules and Virginia Port Authority policies.
• Ensure compliance with all workplace safety, security, and environmental regulations.
• Perform additional duties as assigned to support daily terminal operations.

Schedule: 8am-5pm Monday-Friday

Pay: $25.93/hour