Handles general import inquiries directed to the US – CS Import queue in Dynamics and phone calls. All inquiries must be addressed promptly and accurately. Dynamics cases should be properly categorized and include the necessary information to ensure data integrity for management analysis. Maintains productivity and service standards as established by the Manager and the Company. Support for Case Resolution and Inquiry Handling: Resolving cases and answering calls promptly and accurately using Dynamics and 8x8 systems. Ensuring that cases are categorized and include the necessary information according to the subject matter. Redirecting inquiries to the appropriate parties if Import Customer Service is unable to provide a correct response. Completing assigned tasks before taking breaks, lunch, or ending the workday. Ensuring that all inquiries are handled and followed through until resolution to ensure good customer experience (CX). Maintaining productivity and service level standards as set by the Manager and the Company. Ensuring that quality standards are met for all inquiries handled. Maintaining a high standard of professionalism in all interactions with internal and external customers. Collaboration and Communication: Collaborate closely with the Import Customer Service Management to align goals and initiatives. Foster a collaborative environment within the ICS team and other divisions to enhance overall performance. Communicate effectively with team members, providing clear guidance and support Additional Responsibilities: Presence required on‑site 5 days per week Perform other duties as assigned by management to support the overall objectives of the ICS team.