Sales Support Specialist/Subject Matter Expert - Logistics

-Main Point of Contact for the Escalation Department. -Served as escalation point of contact for complex customer issues, capturing timely resolution to increase client retention. -Managed and supervised the Escalation Department. -In charge of training newly hired Subject Matter Experts. -Attending managerial and clients meeting for quality, process and service improvement. -Directly completing and presenting reports to clients-Oversaw customer inquiries, providing accurate information to resolve service complaints and ensure customer satisfaction. -Handling customer account inquiries and being well-versed in logistics documentation. -Provides price quotations and handles customer invoices for international shipments. -Helping customers with shipment preparation and lost incidents. -Processing refunds for delays and chasing brokerage clearance issues. -Maintain and update client tariffs and rates database ensuring accuracy and compliance. -Liaise with carrier partners and agents to receive updated rates for accurate system uploads. -Aid in quotation preparation in accordance with client pricing policies and service agreements. -Analyze and compare rates across service providers to identify cost-saving opportunities. -File shipments with the Federal Maritime Commission (FMC) to ensure regulatory compliance. -Supply regular reports to clients on tasks progress and duties performed. -Attending biweekly meetings with the client directly to discuss tasks/rates opportunities.

1 year first line agent and almost 6 years of being an Escalation Manager for a logistic company