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We are searching for a full-time Helpdesk Support Specialist to join our Customer Support Team! This role offers hybrid work scheduling, allowing for remote work and work at the Mobile, Alabama office.

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Applicants must have knowledge/experience in NVO/Freight Forwarder operations and U.S. Customs compliance. Vilden customer support specialists need to have the knowledge base and experience to respond to customer inquiries concerning the Import/Export process.

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This role will handle customer support activities, primarily via email through our support desk software, but potentially over the phone support may be required.

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Job Location: Mobile, Alabama

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Key Responsibilities:

• Answer incoming customer service inquiries via support desk software.

• Record and update customer support tickets/records.

• Research and provide solutions to customer problems with Vilden’s products and questions regarding AMS/ACE, ISF filings

• Participate in customer training.

• Identify and escalate serious issues to technical team.

• Other duties as assigned.

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Attributes/Skills Required:

• Minimum 3 years of related experience in international shipping/logistics

• Understanding of all the supply chain participants and their roles in the transportation, documentation, regulatory requirements and delivery of freight

• Knowledge of import and export operational activities

• Knowledge of AMS/ACE and ISF Customs filing requirements

• Knowledge of Documentation, Bill of Lading, Invoicing, cargo tracking, cargo releases and other relevant operational functions

• Proficient with Microsoft Office programs and technical aptitude to learn new operating software for Freight Forwarders and Customs filings

• Professional and polite customer service and communication skills. Ability to be to work cohesively and aid the rest of the support team.

• Does not wilt under the stress/pressure of deadlines, problems, and changes.

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Company Offers:

• Medical, dental, vision coverage. Optional HSA, life insurance.

• 401k with company provided contributions.

• Up to 4 weeks paid-vacation.

• Personal and professional growth, upward advancement.

• Flexible, fun, and supportive working environment.

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Please submit your resume at info@vilden.com