Job Description

We are looking for an experienced and detail-oriented International Customer Service Specialist to join our growing logistics team. In this role, you will manage a portfolio of international shipments from inception to final delivery, ensuring operational excellence, customer satisfaction, and cost efficiency.

You will be responsible for overseeing the end-to-end shipment process, maintaining accurate documentation, resolving exceptions, and proactively communicating with clients and third-party partners to deliver outstanding service.

Key Responsibilities:

• Manage assigned customer accounts and oversee shipments from start to finish.
  
• Open and maintain operational files using CargoWise.
  
• Ensure all electronic documentation is accurately maintained within the system.
  
• Follow standardized workflows and processes for each shipment.
  
• Provide daily updates to customers regarding shipment status and key milestones.
  
• Identify and resolve shipment exceptions in collaboration with the operations team and communicate resolutions to customers.
  
• Coordinate with vendors, carriers, truckers, Customs brokers, and third parties to ensure smooth execution of shipments.
  
• Ensure timely and accurate billing and invoicing for each shipment.
  
• Monitor vendor performance and enforce accountability for service and pricing
  
• Proactively review gross profit per file and identify opportunities to improve margins.
  
• Manage and validate additional charges such as demurrage, storage, and per diem; mitigate and negotiate where possible.
  
• Use internal tracking tools to monitor shipments and update customers regularly.
  
• Promote the company’s full range of logistics services (air, ocean, etc.) to existing customers.
  

Requirements

• Minimum 5 years of experience in international operations, with both import and export
  
• Strong knowledge of lineage
  
• Experience in handling major accounts
  
• Experience using CargoWise / WiseCloud systems
  
• Demonstrated ability to manage full operational processes
  
• Must be eligible to pass a TSA background check
  
• Strong attention to detail and problem-solving capabilities.
  
• Team player with a commitment to continuous improvement and customer success.
  
• Proficient in Microsoft Office and able to attend virtual meetings with clients and partners.
  

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