Customer Support I, Customs Compliance

JOB TITLE: Customer Support I, Customs Compliance        

DEPARTMENT: Customer Support - Customs Compliance

REPORTS TO: VP of Product and Support, Customs Compliance

REVISION DATE: 10/6/2023

SUMMARY: Provide basic customer support and assistance to customers. Addresses and responds to customer inquiries on ABI products and services, ABI functions, and troubleshooting. They provide customers with the appropriate resources to solve questions regarding how to perform actions within the application. 

DUTIES AND RESPONSIBILITIES:

• Answer incoming customer tickets regarding software issues, product problems, service questions and general client concerns.
• Re-assign tickets to appropriate next level Support. 
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Update customer information in the customer service database during and after each call.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor’s degree in business or computer related field or supply chain management a plus (not required). 
• Basic computer knowledge including different operating systems.
• Have great communication ability; be able to understand clients need and address the solution in a proper way.
• Should understand the system enough to suggest workarounds and accommodate the customer’s needs based on the program’s flexibilities.
• Be a team player.
• Follow instructions.

COMPETENCIES:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

PHYSICAL DEMANDS AND WORK ENVIORNMENT:

• Occasionally required to walk.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Benefits Summary:

  
  

  • (Remote) Work from Home Structure

   

  • Paid Time Off Programs
    • 2 Wellness Days
    • Flexible Vacation Program as needed with Manager approval
  • Sick Leave
     Minimum of 5 sick days per year, with additional days determined by state-specific regulations.
  • Paid Holidays
    • 11 major holidays paid
    • 2 floating holidays per year
  • Medical, Vision, and Dental Plans through United Healthcare
     Coverage begins on the first day of the month following 30 days of employment.
• • 3 plan levels to choose from
  • APL (Gap Plan)
     Supplemental coverage presented with regular insurance coverage to assist with Deductibles on larger or hospitalized procedures
  • UHC STD, LTD, and Life Insurance
     Coverage is effective on the first day of employment.
  • 401(k) Retirement Plan
    • Eligibility begins the first day of the month following 90 days of employment
    • Immediate vesting
    • Company match up to 4%

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  Revised 03/2026