Customer Service Representative NVOCC/Ocean Import

About the role

Deliver a high level of customer service by responding to client inquiries promptly and professionally via phone, email, and other communication channels. Support client-specific requirements, including customized reporting, milestone tracking, and operational requests.

Responsibilities

• Provide accurate and timely information regarding ocean import shipment schedules, transit times, rates, service offerings, and delivery updates.
• Proactively manage customer expectations while identifying opportunities to improve the overall client experience.
• Handle customer concerns, service exceptions, and escalations with urgency and professionalism, ensuring timely resolution.
• Prepare and provide quotes for freight, insurance, trucking, transloading, and other logistics-related services.
• Prepare, review, and process NVOCC and ocean import shipping and logistics documentation, including bookings, delivery orders, and other transaction-related documents.
• Ensure all files and transactions are handled in compliance with international shipping regulations, customer requirements, and operational procedures.
• Maintain accurate and organized records of customer communications, shipment activity, and transactional documentation.
• Assist in ensuring timely and accurate data entry across internal systems and platforms.
• Partner closely with Operations, Sales, Accounting, and overseas offices to ensure smooth execution of ocean import shipments and customer requests.
• Coordinate with carriers, truckers, warehouses, agents, and other service partners to manage shipment movement, troubleshoot delays, and resolve operational issues.
• Provide customers with proactive shipment updates, including schedule changes, delays, and delivery status notifications.
• Identify potential service failures or operational gaps before they impact the customer experience and take proactive steps toward resolution.
• Investigate and troubleshoot shipment issues, exceptions, and time-sensitive situations with a solution-oriented mindset.
• Recommend and support process improvements that enhance service quality, operational efficiency, and customer satisfaction.
• Escalate complex operational or customer concerns to management when necessary while maintaining ownership through resolution.
• Generate, maintain, and analyze customer service and operational reports for both internal stakeholders and clients.
• Monitor trends, recurring issues, and customer feedback to identify opportunities for continuous improvement.
• Provide actionable insights and recommendations related to workflow efficiency, customer experience, and system utilization.
• Support KPI tracking and reporting initiatives to help drive service excellence and operational performance.

Requirements

• Minimum of 1–2 years of experience in NVOCC, freight forwarding, logistics, import operations, or customer service.
• Knowledge of ocean import processes including but not limited to: AMS, ISF, inbond cargo, cross border, and intensive exam processing.
• Strong communication and customer service skills.
• Experience working with and in multi-cultural environments.
• Ability to multitask and prioritize in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Proficient in Microsoft Office, especially Outlook and Excel.
• Experience with freight forwarding software (CargoWise a plus).
• Advanced skills with workflow management and organization setup a plus.
• Ability to work independently and as part of a team.