Customer Service Representative/ NVOCC/Ocean Import

Job Description

Job Description

Description:

Customer Experience & Account Support

• Deliver a high level of customer service by responding to client inquiries promptly and professionally via phone, email, and other communication channels.
• 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.
• Support client-specific requirements, including customized reporting, milestone tracking, and operational requests.
• Prepare and provide quotes for freight, insurance, trucking, transloading, and other logistics-related services.

Documentation & Compliance

• 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 ClearFreight 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.

Operational Coordination & Communication

• 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.
• Support cross-functional communication to ensure alignment between customer expectations and operational execution.

Problem Solving & Process Improvement

• 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.

Reporting & Performance Analysis

• 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.

• 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:

1. AMS
2. ISF
3. Inbond cargo
4. Cross border
5. Intensive exam processing

• Strong communication and customer service skills
• Experience working with and working 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