(USA) Logistics Customer Service

Role & Responsibilities:

• Coordinate and communicate with shippers, truckers, carriers and overseas offices for processing export/import shipments, including arranging for cargo collection and inland transportation, booking, document preparation (bill of lading, billing invoice, certificate of origin, POD, DN and/or AES if applicable), forwarding, follow up with tracking and tracing as requested by clients, data quality compliance, problem identification/resolution where capable/authorized.


• Responsible to ensure quality of documents incl. match between data entry and documents, proof reading of commercial documents and BOL/AWB


• Immediately report operational irregularities to supervisor and direct manager if it cannot be resolved at desk levels


• Ensure instructions of temperature-sensitive, time-sensitive, and OOG shipments handling is


• properly communicated from end-to-end.


• Work with operation, sales, and control tower team on account implementation, ensuring a smooth transition from sales to operation.


• Initiate and resolve any rate discrepancies, billing discrepancies to enforce compliance with SOW, MSA, RFQ, SLA and SOPs.


• Handle and manage all customer contact at file level regarding exceptions.


• Increasing customer service satisfaction and business share through proactive and regular customer contact.

Qualifications:

• High school diploma or equivalent. 


• 3+ years working experience in forwarding industry.


• Solid knowledge of export/import process.


• Excellent communication skills both verbal and written are required.


• Ability to work independently as well as part of a team


• Good planning, problem-solving and organization skills; ability to multitask and be a self-starter


• Must be detail-oriented, thorough, accurate and have the ability to efficiently solve problems with strong PC skills.


• Proficient in MS Office Applications.