What are the responsibilities and job description for the Customer Service Representative - Logistics position at American Shipping Company?
Company Description American Shipping Company, the flagship business of The American Companies, has been delivering high-quality, cost-effective transportation services for over 125 years. As a Nationally Permitted U.S. Customs Broker and Export Foreign Freight Forwarder, the company supports all major Automated Broker Interface programs to clear merchandise and export cargo quickly and efficiently. Originally established as a freight forwarder in the New York Hudson River area, the organization has expanded into a full-service logistics provider offering customs brokerage, freight forwarding, logistics operations, trucking, and warehousing. With a strong emphasis on regulatory compliance and licensed Customs Brokers at each location, American Shipping Company is recognized as a leader in programs such as Importer Security Filing. The company focuses on innovative, customized logistics solutions designed to create long-term partnerships and deliver “One Global Solution” across hemispheres.
Location: Schaumburg, IL
Position Summary:
Customs Brokerage experience is required!
We are seeking a motivated and detail-oriented Customer Service Representative to join our team.
In this role, you will be the primary point of contact for customers, ensuring timely communication, accurate shipment updates, and resolution of service issues. You will work closely with operations, carriers, and internal teams to support seamless freight movement across domestic and international shipments.
Key Responsibilities
- Serve as the primary contact for customers regarding shipment status, inquiries, and issue resolution
- Provide proactive updates on shipments, delays, and exceptions
- Coordinate with operations, carriers, and vendors to ensure on-time delivery
- Enter, track, and update shipment information in the company system accurately
- Handle customer complaints or service issues with professionalism and urgency
- Prepare and send shipping documentation as required
- Support pricing requests, quotes, and order processing
- Maintain strong customer relationships and ensure high service satisfaction
- Escalate operational issues when necessary and follow through to resolution
- Assist in tracking performance metrics and service level reporting
Qualifications:
- Previous experience in customer service, preferably in logistics, freight forwarding, or supply chain (preferred but not required)
- Strong communication and interpersonal skills
- Ability to multitask in a fast-paced environment
- High attention to detail and strong organizational skills
- Proficiency with Microsoft Office and data entry systems
- Problem-solving mindset and ability to work under pressure
- Team-oriented with a customer-first attitude
Preferred Skills
- Knowledge of domestic and international shipping processes (ocean/air/ground)
- Experience with transportation management systems (TMS) or freight software
- Familiarity with import/export documentation
- current knowledge of customs regulations through continuous education and training.
Compensation and Benefits
- Competitive salary
- Comprehensive benefits package (health, dental, vision, 401(k), etc.)
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
- Work Location: In person