Customer Service Representative

Description:

Position Summary:

We’re seeking a Customer Service Representative with a strong background in import /export operations. Experience in Import break bulk and Export gateway process is ideal. The candidate will need to have a freight forwarding mindset. Familiarity with how cargo flows through airline terminals and US Customs and OGA’s is necessary. An understanding of time-sensitive shipments in a high-pressure, regulated environment. This role will work closely with our dispatch team, drivers, freight forwarders, and airline ground handlers to ensure smooth execution of import recoveries and export Drops. Maintain real-time communication with clients, providing timely updates and proactive solutions.

Key Responsibilities:

• Act as the main customer contact for import and export shipments, with emphasis on pharmaceutical cargo.
• Collaborate with freight forwarders, brokers, and Rockford and O’Hare-based cargo terminals to track and confirm shipment status, customs clearance, and pickup availability.
• Coordinate closely with the dispatch team to schedule pickups and deliveries in alignment with customer requirements.
• Handle shipment documentation, including AWBs, HAWBs, PODs, and temperature logs, ensuring all documentation is accurate and audit-ready.
• Monitor shipments for cold chain compliance and proactively prevent possible temperature deviations
• Provide frequent and proactive updates to clients regarding shipment status, delays, or issues.
• Work cross-functionally with customer service, dispatch, and compliance to ensure high service standards and adherence to GDP/GMP guidelines.
• Support billing, quoting, and documentation audits as needed.
• Utilize TMS and internal tracking systems to maintain accurate shipment records and customer communications.
• Organizational skill is a must

What We Offer:

• Competitive compensation based on experience
• Medical, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Career development in a growing pharmaceutical logistics company
• Supportive, fast-paced team environment near O’Hare

Requirements:

• 3+ years of experience in import/break bulk or export/gateway operations, preferably in the freight forwarding or logistics sector.
• Solid understanding of airport cargo operations, particularly O’Hare and Rockford terminals with ground handlers (e.g., WFS, Swissport, Alliance Ground).
• Experience working with pharmaceutical or temperature-sensitive freight is a strong plus.
• Familiarity with cold chain handling, chain of custody protocols.
• Excellent communication, organization, and multitasking skills.
• Proficiency with Microsoft Office, TMS platforms, and industry systems (e.g., CargoWise, CHAMP, etc.).
• Bilingual (English/Spanish) a plus but not required.