Customer Service Representative (Brokerage)

About the role

The Customer Service Representative will serve as the day-to-day point of contact for external customers and internal business units. The role is responsible for coordinating shipment activities, ensuring customer requirements are met, monitoring service performance, and supporting the growth and development of assigned accounts.

Key responsibilities

• Manage, develop, and support assigned accounts in collaboration with concerned business units
• Ensure customer requirements are met in accordance with agreed Key Performance Indicators (KPIs)
• Create shipment bookings in the EDI (CargoWise) system for inbound and outbound shipments
• Coordinate with customers and internal teams to ensure the timely and efficient execution of services
• Respond to customer inquiries and provide shipment status updates
• Receive and relay customer messages and prepare necessary files and correspondence
• Handle urgent and critical customer inquiries in the absence of the Account Owner
• Monitor shipments and proactively identify potential delays, issues, and risks
• Escalate concerns to the Account Owner and immediate supervisor for appropriate resolution

About you

• Graduate of BS Customs Administration or any business-related courses
• At least 2-5 years work experience in the same capacity gained in a Brokerage or Logistics Industry
• Good Communication and Interpersonal Skills
• Customer-focused
• Organized
• Responsive
• Capable of coordinating with multiple stakeholders