Customer Service Representative

Role Overview

This role is the central link between the company and its clients during the entire freight lifecycle. Day to day, you will answer customer questions, track cargo movements, and keep every stakeholder informed while making sure all paperwork, payments, and customs requirements are handled correctly. Your precision directly affects shipment release times, client satisfaction, and the company’s reputation for reliable logistics service.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email, resolving issues promptly and professionally.
• Monitor shipment progress across carriers and internal systems, proactively updating customers on status changes, delays, or exceptions.
• Prepare, verify, and process shipping documentation such as invoices, packing lists, bills of lading, and customs forms within required deadlines.
• Cross-check payment records against shipments, confirm cleared payments, and issue gate passes to authorize cargo release or collection.
• Ensure all procedures align with applicable customs regulations, flagging any discrepancies or compliance risks before they become problems.
• Coordinate with warehouse, transportation, and brokerage teams to keep shipment handoffs smooth and resolve any operational bottlenecks.
• Maintain accurate files and logs of every transaction, ensuring records are audit-ready and easy to retrieve.

Requirements & Qualifications

• At least 1–2 years of experience in logistics, freight forwarding, or a related customer service role.
• Strong verbal and written communication skills, with the ability to explain shipping updates clearly to customers and internal teams.
• High attention to detail, especially when reviewing documentation, payment verifications, or customs-related data.
• Working knowledge of import/export documentation and basic customs clearance procedures.
• Comfort using shipping or inventory management software, plus standard office tools such as Excel and Outlook.
• Ability to multitask and prioritize in a fast-paced environment where shipment schedules change frequently.
• A high school diploma is required; a bachelor’s degree in logistics, supply chain, or business is preferred.