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Operations Specialists

  • Welke Customs Brokers USA Inc
  • 36 Delaware Street, Tonawanda, NY, USA
  • May 19, 2020
Full time Customer Service Marketing Telecommunications

Job Description

Welke Customs Brokers is a privately-owned business with headquarters in Buffalo, New York. We provide a wide range of Customs services tailored to meet the individual needs of each one of our clients. The industries we serve range from Steel to Food and everything in between. Welke Customs Brokers provides comprehensive Customs services to many well- regarded importers and exporters.


Position Summary:

Welke Customs Brokers USA Inc Operations Specialists will perform outbound telephonic outreach for our clients to establish and/or schedule appointments for the clients’ sales representatives. To be successful in this role you must be able to establish rapport with our clients and their potential customers through strong communication skills and possess data entry and organizational capabilities.

Location/Work Hours/Work Environment:


  • Office setting in our corporate headquarters 36 Delaware Street, Tonawanda, NY
  • Must be available 8:30 am to 5:30 pm EST
  • Flexible hours may be available
  • Part time hours may be available
  • Remote work may be available


Job Description/Duties/Responsibilities:


  • Effectively perform the duties as described
  • Successfully complete all training and certification requirements
  • Attend team and company meetings
  • Contribute ideas and recommendations for metrics and metrics development to the team and management
  • Contribute ideas and recommendations for process improvements to the team and management
  • Accept ownership of assignments
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Effectively document customer information within the customer service database
  • Effectively engage with clients in a friendly and professional manner
  • Effectively engage with potential customers in a friendly and professional manner
  • Effectively engage with company sales representatives to address clients’ needs and concerns
  • Answer incoming client inquiries
  • Offer support and solutions to clients’ in accordance with the company's customer service policies
  • Complete and document 150-250 cold calls per day (client leads provided)
  • Effectively communicate a written script, making adjustments as necessary
  • Effectively set appointments for clients
  • Maintaining a positive and professional attitude toward internal and external clients at all times
  • Accurately collect and record data as described in training
  • Ensure all company policies and procedures are followed
  • Perform administrative support functions as needed
  • Perform other duties or tasks as may be assigned or required




  • High school diploma/GED
  • Excellent written skills in English
  • Excellent verbal communication skills in English
  • Comfortable speaking with strangers on the telephone
  • Good organizational skills
  • Strong data entry skills
  • Above average computer skills
  • Knowledge and experience using MS Office (Excel, Outlook, Word)
  • Ability to learn new computer systems
  • Ability to multi-task, switch between essential functions seamlessly
  • Overcome challenges with resourcefulness
  • Consistent attention to detail
  • Ability to work in a team environment
  • Self-motivated with ability to take initiative
  • Ability to comprehend described goals and objectives and offer recommendations for success
  • Customer Service background is desirable
  • Call center experience is desirable


Physical Demands:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands, reach with hands and arms, speak, and hear.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, computer acuity, and ability to adjust focus.  The ability to hear clearly through telephonic communication is required.  The ability to lift and carry up to 25 pounds is required. 


Welke Customs Brokers USA Inc Offers:


  • Superior sales training (paid)
  • Competitive pay commensurate with experience and capabilities
  • Health, vision, dental insurance for full time employees (waiting period required)
  • Paid holidays
  • Ability to participate in company 401(k) plan
  • Comfortable office environment
  • Potential for flexible work hours
  • Potential for remote work
  • Business casual attire

Veterans are strongly encouraged to apply.  Welke Customs Brokers USA Inc does not discriminate.