Customer Service Representative

EXSIF

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Job Summary

The Customer Service Representative is responsible for coordinating the on-hire and off-hire process for EXSIF's leased tank containers throughout the region. Working as part of a small customer service team, this role partners with customers, manufacturers, depots, operators, vendors, and internal teams to ensure equipment movements are executed accurately, efficiently, and in accordance with customer contracts while delivering a high level of customer service.

Key Responsibilities

• Serve as the primary point of contact for customers and vendors throughout the equipment on-hire and off-hire process.
• Coordinate equipment releases and redeliveries to ensure timely execution in accordance with customer contracts and operational requirements.
• Liaise with internal Operations, Technical Services, Sales, Contracts, and Finance teams to support equipment movements and resolve operational issues.
• Process and monitor customer bookings, ensuring all required documentation and system updates are completed accurately and on time.
• Issue equipment release and redelivery authorizations to customers, depots, surveyors, and other service providers.
• Coordinate with depots, manufacturers, operators, and vendors to facilitate equipment inspections, repairs, modifications, and availability as required.
• Assist with drafting customer contracts and coordinate with the Contracts team to finalize and execute agreements.
• Maintain contract tracking logs and monitor contract execution to ensure timely completion.
• Update and maintain accurate customer, equipment, and transaction data within EXSIF's operating systems.
• Generate operational and fleet reports for customers, Sales, and management.
• Investigate and assist in resolving customer inquiries and billing discrepancies.
• Maintain customer insurance records and follow up to obtain updated certificates as required.
• Support cross-regional customer accounts and provide operational assistance to other regions when needed.
• Build and maintain strong working relationships with customers through regular communication and proactive issue resolution.
• Conduct customer onboarding sessions and promote EXSIF's customer self-service portal.

• Identify opportunities to improve processes, increase efficiency, and enhance the customer experience.
• Participate in special projects and other duties as assigned.
• Billing & Expense Audit Work：Process invoices for domestic tanks at domestic and overseas depots, manually settle collected-and-paid-on-behalf invoices, audit annual inspection fees of depots at home and abroad, and verify BV pre-hire inspection fees and CCS annual inspection fees.
• Document collection： Sort out depot EIR documents with depots, collect and manage the documents of import/export tanks at the end of each month.

Qualifications

• With working experience in tank container customer service, operation coordination, logistics or supply chain are preferred.
• Strong attention to detail and commitment to accuracy.
• Strong problem-solving skills with the ability to make sound decisions and escalate issues appropriately.
• Proficient in Microsoft Office, particularly Excel; experience with ERP or operational management systems is preferred.
• Ability to work both independently and collaboratively within a small team environment.
• Continuous improvement mindset with a willingness to recommend and implement more efficient processes.
• Ability to build effective working relationships with customers, vendors, depots.
• Basic proficiency in business English communication; Mandarin proficiency required for coordination with local partners.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.