Ferrari Express Inc.
Job Description
Job Title: Customer Service Clerk
Reports to: Senior Commercial Director – North America
Location: 580 Manhattan
Company Overview:
Ferrari Group is a global leader in secure logistics and transportation of high-value merchandise including luxury jewelry, precious metals, and confidential assets. Ferrari Express Inc. delivers armored transportation and secure logistics services across the United States, operating in high-risk, high-value environments requiring precision, discretion, and accountability.
Position Summary:
The Customer Service Clerk is a critical role within our Midtown Manhattan (Diamond District) office. The ideal candidate will provide timely, attentive, and upbeat service to our clients, ensuring their needs are met in a manner that reflects positively on the company. In this role, you will handle customer inquiries and complaints with quick critical thinking and problem-solving skills, preserving customer retention and loyalty while contributing to the efficient operation of our high-value logistics services.
Key Responsibilities:
Client Relationship Management
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Deliver comprehensive onboarding information to new customers.
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Ensure that Ferrari's clientele is satisfied with our products and services through continuous engagement.
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Manage and nurture client relationships, ensuring ongoing communication and support.
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Advise clients about additional products or services that can enhance their operations.
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Determine the quickest, most effective methods to answer client questions.
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Escalate queries and concerns to the appropriate departments when necessary.
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Handle a high volume of calls and emails daily with attentiveness and patience.
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Provide front desk assistance to walk-in customers as required, serving as a professional point of contact for the office.
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Handle customer complaints promptly and professionally, working toward swift and satisfactory resolution.
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Prepare and provide accurate quotations for services upon client request.
Operations
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Maintain accurate client records through diligent data entry and regular reporting.
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Identify and resolve common issues with our services through strong troubleshooting skills.
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Collaborate cross-departmentally to develop appropriate solutions for client needs.
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Apply strong multitasking and organizational skills to manage competing priorities effectively.
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Directly monitor events, dedicated deliveries, and any other sensitive shipments requested by customers, ensuring real-time oversight from pickup through final delivery.
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Monitor all gold orders end-to-end from the point of pickup through final delivery, maintaining accurate status updates and proactive communication with clients.
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Respond to inquiries from overseas offices regarding operational planning for special events, unique client requests, and rate information.
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Arrange overseas pickups on behalf of U.S.-based clients, coordinating local logistics and monitoring the shipment through to arrival in the United States.
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Assist with customer communication in the event of flight bumps or delays, coordinating with domestic, export, and import teams as a shared function to keep clients informed.
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Follow hand carry services from dispatch through final delivery, updating the customer with proof of delivery (POD) confirmation upon completion.
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Book hand carry services on behalf of clients, coordinating all related logistics efficiently and accurately.
Sales & Business Development
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Support sales initiatives by providing timely and accurate information to clients.
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Identify opportunities to upsell or cross-sell services to existing clients.
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Collaborate with the sales team to ensure a seamless and positive customer experience.
Travel Requirements:
This position may require travel to Ferrari Express Inc. offices, branches, and facilities as needed to support operations. Travel may include inter-office visits within the New York metropolitan area, travel across state lines to other company facilities throughout the United States, and occasional international travel to support global client needs and overseas coordination. The Customer Service Clerk must be willing and able to travel when requested by management, maintaining professionalism and adherence to company travel policies at all times.
Minimum Qualifications:
Required
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1–2 years of experience in customer service and sales, preferably within the luxury goods, freight forwarding, or logistics industry.
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Exceptional interpersonal and customer service skills with a demonstrated ability to build rapport and maintain positive relationships.
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Strong analytical and problem-solving skills with the ability to think critically and find effective solutions.
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Excellent verbal and written communication skills with a customer-centric approach.
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Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Sheets, Drive).
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Strong multitasking, organizational, and time-management skills in a fast-paced environment.
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Ability to work effectively both independently and as part of a collaborative team.
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Attentive, patient, and able to find the positive in any situation.
Preferred
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Experience working with luxury goods, high-end jewelry, or international freight forwarding.
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Knowledge of logistics, transportation, and shipping.
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Bilingual or multilingual abilities; Hebrew language proficiency is particularly preferred.
Compensation & Benefits:
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Competitive hourly compensation
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Medical, dental, vision coverage
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401(k) with employer contribution
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Paid time off and holidays
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Training and advancement opportunities
Compliance & Employment Conditions:
Employment is contingent upon completion of background screening, drug testing, and verification of all credentials. Employees must comply with all federal, state, and local laws governing armed security, transportation, and workplace safety. Ferrari Express Inc. is an Equal Opportunity Employer and maintains a Drug-Free Workplace.
Note:
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
Equal Opportunity Statement:
Ferrari Express Inc. is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
