Customer Service Associate

Handle USA Air and Ocean Import shipments for assigned customers and overseas agents. • Review pre-alerts and shipping documents, including MAWB/HAWB, MBL/HBL, Commercial Invoice, Packing List, other required documents and instructions from overseas agents. • Follow up on missing or incomplete documents and verify shipment information for accuracy. • Monitor flight and vessel schedules and update shipment status, routing, and milestones in CargoWise1. • Prepare and send pre-alerts and Arrival Notices to consignees / customs brokers as required. • Coordinate with customs brokers and internal customs teams regarding customs clearance, ISF/AMS, customs holds, and freight release. • Coordinate with airlines, shipping lines, terminals, CFS facilities, and other service providers regarding cargo availability, release, charges, and pickup. • Monitor cargo availability, Last Free Day, storage, demurrage, detention, and other applicable charges and take timely action to avoid unnecessary costs. • Arrange and coordinate payment of applicable destination, airline, terminal, and storage charges with the Finance team. • Coordinate final-mile delivery or freight recovery with truckers and consignees, including pickup arrangements, delivery appointments, shipment status, and obtaining POD when required. • Update shipment documents, milestones, notes, delivery details, and other required information in CargoWise1. • Process shipment billing in CargoWise1, including approved sell rates, profit share, vendor costs, and other applicable charges, and ensure supporting documents are properly recorded. • Ensure shipment files are complete, accurate, and properly closed after delivery and billing. • Follow company SOPs and customer-specific requirements. • Respond to customer and overseas agent inquiries and coordinate timely resolution of shipment-related issues. • Manage multiple shipments and ensure all required tasks and follow-ups are completed within the applicable deadlines.