Ocean Freight Customer Service Agent

Req ID: 154640
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Purpose of Position

• To serve as a point of contact for the customer and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.

Key Tasks

• Receive and track P.O.s from Importers/customer service group for pending shipments

• Retrieve shipment details from Shipment Communication Platform (SCP) to open file

• Issue shipment handling instructions to Document Processing staff

• Answer all customer inquiries in accordance with the Customer Service Policy standards

• Further increase customer satisfaction and business share through proactive and regular contact

• Establish customer communication preference, i.e., phone, e-mail, fax, visit

• Communicate with and ensure release of the freight from ocean/air carriers

• Notify customer / broker of arrival and charges and notify PGAs of arrival (if required)

• Provide accurate job costing forecast

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

• Serve as a liaison between Document Processing and customer regarding all shipment details

• Assist Sales in compiling quotes by providing rates, tariffs, etc.

• Work with Sales on account implementation, ensuring a smooth transition from Sales to Operations

• Other duties as requested

Decision Making Authority

• Cargo release with carriers

• Require documents to support import of freight

• Exception handling by consulting with Supervisor


• Excellent knowledge of freight forwarding and regulatory requirements with proven track record of in industry Import)

• Able to empathize with client and represent client’s needs effectively to project team and management

• Strong interpersonal skills to effectively interact with Internal and External Customers

• Act as a role model for Corporate Values and fully adheres to the Code of Conduct

• Good communication skills (open and confidential communication style)

• Education level in Forwarding and Business Administration preferred

• Ability to solve problems quickly and completely - think in solutions

• High result orientation and customer focus and customer minded

• Organizational skills (prioritize, plan, assign, control)

• Good judgment skills and ability to make decisions

• Flexible and able to work under pressure

• Industry experience (minimum 2 years)

• Team driven and good motivator

• Excellent communication skills

Please send resumes to [email protected]
Full time
Secaucus, NJ 07094, US