Experienced Bilingual Customer Service Representative – Ground Services | Customs & Brokerage Support | $25/Hour

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Join arenaflex as a Bilingual Customer Service Representative – Ground Services

Are you ready to launch your career in a dynamic, fast-paced environment where your language skills and customer service abilities can make a real impact? arenaflex is seeking a talented and motivated Bilingual Customer Service Representative to join our Ground Services team in Virginia, USA. This is an exciting opportunity for fresh graduates and aspiring professionals who want to build a rewarding career in logistics, customs, and international trade support.

At arenaflex, we believe that exceptional customer service is the cornerstone of our business. Every day, we connect businesses and individuals across borders, ensuring packages move smoothly and efficiently. As a member of our team, you'll play a critical role in maintaining our reputation for excellence while helping customers navigate the complexities of international shipping, customs clearance, and brokerage fees.

About arenaflex

arenaflex is a global leader in logistics and transportation, committed to delivering outstanding service to customers around the world. We pride ourselves on fostering an inclusive, supportive workplace where diverse perspectives are valued, and employee growth is prioritized. Our Ground Services division handles critical aspects of cross-border shipping, ensuring compliance with customs regulations and providing expert support to both domestic and international clients.

When you join arenaflex, you become part of a team that embraces challenges, values integrity, and strives for continuous improvement. We offer competitive compensation, comprehensive training, and clear pathways for career advancement. Whether you're just starting your career or looking to take the next step, arenaflex provides the resources and support you need to succeed.

Position Overview

As a Bilingual Customer Service Representative – Ground Services, you will be responsible for handling inbound customer requests related to customs clearance inquiries, providing accurate information about duties, taxes, and brokerage fees in accordance with U.S. Customs and Border Protection (CBP) regulations. This role requires strong communication skills in both English and French, as you will interact with customers from Canada and the United States.

Additionally, you will process credit card payments for customs clearance invoices, assist our Express Customer Care and Revenue Services teams with inquiries from U.S. shippers facing disputed customs clearance charges, and serve as a liaison between customers and various internal departments to ensure timely resolution of issues.

Key Responsibilities

Your primary responsibilities as a Bilingual Customer Service Representative will include:

• Handling Inbound Customer Calls: Respond to incoming calls from Canadian and U.S. clients regarding their customs clearance invoices and direct them to the appropriate department or resolution channel.


• Customs Clearance Investigations: Investigate and resolve inquiries related to customs clearances for imports into Canada, providing customers with clear and accurate solutions.


• Credit Card Payment Processing: Process credit card payments from customers for customs clearance invoices, ensuring all payments are authorized and not declined.


• Accurate Payment Logging: Log all payments accurately against corresponding invoices in our accounting system.


• Payment Issue Resolution: Liaise directly with customers to resolve payment processing issues, including incorrect credit card numbers, expired dates, or declined transactions.


• Credit Payment Inquiries: Investigate and respond to any issues related to credit payments received, coordinating with the Accounts Receivable department to resolve discrepancies.


• Credit Note Preparation: Assist the billing department in preparing credit notes for invoices under dispute to ensure fair resolution.


• Internal Customer Support: Provide support to arenaflex Express Customer Care representatives regarding inquiries about shipments delayed in customs clearance or clearance invoices mailed to customers.


• Documentation Handling: Sort and distribute Low Value Shipment (LVS) documents for mailing purposes.


• Cross-Departmental Support: Answer inquiries from other operating companies (OPCOs) and assist with various tasks as required.


• Invoice Preparation: Prepare and send customs clearance invoices to customers as needed.


• Additional Duties: Perform other responsibilities as assigned by the Manager to support team objectives and customer satisfaction.

Essential Qualifications

To be successful in this role, candidates must meet the following requirements:

• Education: Bachelor’s Degree from an accredited institution is required.


• High School Diploma: Secondary school certificate is also required.


• Language Skills: Excellent verbal and written communication skills in both English and French are mandatory. You must be able to communicate professionally with a diverse range of customers and colleagues.


• Technical Proficiency: Working knowledge of MS Office applications (Word, Excel, Outlook) is essential.


• System Experience: Familiarity with IBM AS 400 mainframe application system is required.


• Office Equipment: Ability to operate office equipment including fax machines, scanners, printers, and copiers.


• Customer Service Skills: Strong customer service orientation with the ability to engage effectively with a wide variety of customers and internal stakeholders.

Preferred Qualifications

While not mandatory, the following qualifications and experiences will be considered a strong asset:

• Previous experience in customer service, logistics, or freight forwarding


• Knowledge of U.S. and Canadian customs regulations and procedures


• Familiarity with brokerage fees and duties calculation


• Experience in handling credit card processing and payment disputes


• Background in international trade or supply chain management


• Previous experience in a call center environment

Skills and Competencies

We're looking for candidates who demonstrate the following skills and competencies:

• Communication Excellence: Clear, professional, and empathetic communication in both English and French.


• Problem-Solving Abilities: Strong analytical skills to investigate issues and develop effective solutions.


• Attention to Detail: Accuracy in processing payments, logging transactions, and maintaining records.


• Time Management: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.


• Team Collaboration: Strong interpersonal skills to work effectively with internal teams and external customers.


• Adaptability: Flexibility to handle changing priorities and unexpected challenges.


• Professionalism: Maintains composure and delivers excellent service under pressure.

Work Environment and Culture

At arenaflex, we foster a collaborative and inclusive work environment where every team member is valued. Our Virginia office is equipped with modern amenities and resources to support your success. We encourage open communication, continuous learning, and mutual respect among all employees.

As a Bilingual Customer Service Representative, you'll work in a dynamic atmosphere where no two days are the same. You'll have the opportunity to interact with customers from diverse backgrounds, develop expertise in customs and brokerage operations, and build lasting relationships with colleagues across different departments.

We believe in work-life balance and offer flexible scheduling options to support your well-being. Our supportive management team is committed to helping you grow and develop in your role, providing regular feedback and opportunities for skill enhancement.

Compensation and Benefits

We recognize that our employees are our greatest asset, which is why we offer a competitive compensation package:

• Hourly Rate: $25.00 per hour


• Employment Type: Full-time position


• Work Hours: 8 hours per day, Monday through Friday


• Location: Virginia, USA


• Comprehensive Benefits: Health, dental, and vision insurance coverage


• Paid Time Off: Generous vacation and personal days


• Retirement Plans: 401(k) with company matching


• Professional Development: Ongoing training and career development opportunities


• Employee Assistance Program: Support for personal and professional challenges

Career Growth Opportunities

arenaflex is committed to the professional development of our employees. As a Bilingual Customer Service Representative, you'll gain invaluable experience in customs brokerage, logistics, and customer relations. This role serves as an excellent foundation for advancement within the organization.

Potential career paths include:

• Senior Customer Service Representative


• Customs Brokerage Specialist


• Team Lead or Supervisor positions


• Operations Coordinator or Manager roles


• Specialized positions in Revenue Services or Accounts Receivable

We support career progression through mentorship programs, internal training sessions, and tuition reimbursement for relevant certifications and advanced degrees.

How to Apply

If you're ready to take the next step in your career and join a company that values excellence, diversity, and employee growth, we encourage you to apply today!

To be considered for this exciting opportunity, please submit your updated resume and cover letter highlighting your qualifications and interest in the role. Our recruitment team will review applications and contact qualified candidates for further evaluation.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

Don't miss this opportunity to kickstart your career with a global leader in logistics! Apply now and become part of the arenaflex family.