Freight Forwarding Operations & Customer Service Agent

Position Overview

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe.
Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services, industrial parks, and technology-driven customer solutions.
As a Freight Forwarding Operations and Customer Service Agent, you will build and maintain strong relationships with key customers by addressing their concerns, resolving issues, and ensuring their satisfaction.
You will continuously assess customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

Key Responsibilities

• Manage file creation and all services associated with freight forwarding and logistics.
• Assist with account start-up by liaising with sales to ensure all required documentation/information for the SOP are provided.
• Monitor and audit files weekly to ensure compliance of estimate input, profit margin setting, and timely invoicing.
• Assist clients with export/import documentation to ensure proper execution of transportation files.
• Provide clients with complete Flight/Sailing details to guarantee a proper flow of information.
• Liaise with Airlines/Ocean lines to procure the best possible solutions (capacity and cost) for transportation files.
• Coordinate with DPW internal network and external Partner Agents to ensure exceptional service assistance.
• Act quickly in emergency situations that may arise during the lifecycle of an Air/Ocean file.
• Collaborate with Operations colleagues to provide support during workflow overload periods.
• Own and log all daily customer service contacts and queries via telephone and email, ensuring resolution within strict SLA’s.
• Proactively report and track any operational issues impacting customer shipments.
• Compile, review, and action reporting suites for key account customers and business KPIs.
• Manage carrier orders from placement through to delivery/return/claim and address exceptions as they arise.
• Participate in weekly carrier and customer task meetings, monthly reviews, and QBR’s.
• Oversee self-billing activities, compiling and managing all billing transactions.
• Provide daily, weekly, and monthly reports using the syncreon TMS system per customer and carrier specifications.
• Participate in control tower and customer projects, acting as the voice of the customer.

Required Qualifications

• Graduate in any field.
• At least 3 years of relevant and recent experience in Freight Forwarding Operations and customer service.
• Demonstrated Freight Forwarding experience is mandatory.
• Fluency in oral and written English is essential.
• Minimum of 2 years’ experience in a high-tech customer services and logistics environment.
• Excellent knowledge of the Microsoft Office suite with proven reporting and presentation skills.
• Strong attention to detail for billing, process analysis, and customer complaint investigations.
• Excellent interpersonal skills with the ability to work effectively in a team, especially during peak volume periods.
• Experience in carrier network management.

Benefits & Perks

• Pay: $60,000.00 - $68,000.00 per year