Customer Service Associate

Port Liberty USA

Employee Job Description

Position: Customer Service Associate Department: Customer Service

Reports To: Director of Sales/ Customer Service S3

Date Written/Revised: August 11, 2026 FLSA Designation: (Non-Exempt)

Position Summary: Individual is responsible for communicating with steamship lines, brokers, US Customs, the trucking community as well as supporting internal staff relating to yard, marine and gate operations.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

General

• Assist customers and provide resolution to telephone and e-mail inquiries in a timely and courteous manner.
• Investigate and resolve inquiries with regards to availability of containers, including releases, exam status and payments due.
• Coordinate with internal staff and steamship lines to facilitate cargo movement
• Work in multiple terminal systems to ensure continuity with customer visibility tools.
• Update the receipt of wire transfer funds in the terminal operating system and reconcile fee collections from other fee collection tools.
• Responsible for maintaining and extending free time of containers in accordance to the various rate schedules and directives
• Other duties as defined

MINIMUM QUALIFICATIONS: (KSAs)

• Employee must use well-developed oral and written communication/interpersonal skills for work with internal and external persons.
• Must be able to multitask effectively in a highly interactive environment.
• Good problem solving and decision-making skills with the ability to project a courteous and professional demeanor in all circumstances.
• Employee must be able to communicate effectively in English.

EDUCATION and/or EXPERIENCE:

• High School diploma or equivalent required.
• Three years of relevant customer service experience in maritime industry preferred.

PHYSICAL DEMANDS and/or WORKING CONDITIONS:

• Heavy phone and e-mail volume
• Ability to work in a team environment

TOOLS and EQUIPMENT:

• MS word, Excel, Charts, Outlook, N4 Navis, AS400, Port Truck Pass, PayCargo

TYPICAL WORK HOURS:

• Standard 40 hour work week between the times of 0700 and 1700 daily with overtime when necessary

Benefits:

• Salary Range: $49,587.00 to $74,380.00 annually + bonus + benefits

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experiences. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Port Liberty provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, national origin, age, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training. Improper interference with the ability of Port Liberty’s employees to perform their job duties may result in discipline up to and including discharge.

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