Customer Service

Objective / Purpose of the Role

To provide efficient, accurate, and customer-focused support by managing inquiries, work orders, and package issues in a timely and professional manner. This role ensures high productivity, service quality, and compliance with company standards while maintaining clear communication with associates and customers.

Success in this role is achieved by consistently meeting workload targets, demonstrating strong organizational skills, maintaining excellent attendance, and contributing positively to teamwork and customer satisfaction.

Key Responsibilities

 Customer Support & Communication

• Respond to customer and associate inquiries via phone and email within 1–2 hours (immediately for urgent matters)
• Maintain professionalism, empathy, and a positive attitude in all interactions
• Acknowledge and follow up on customer issues through full resolution
• Escalate unresolved issues promptly to the appropriate department

 Workload & Productivity Management

• Maintain at least 95% daily workload completion
• Manage and prioritize work orders, repack lists, and package logs
• Provide clear, detailed, and accurate instructions when processing requests
• Prepare and send weekly reports of unknown packages, ensuring follow-up until resolution

 Package & Issue Resolution

• Trace packages, update logs, and resolve delivery issues efficiently
• Manage reroute logs for misdirected packages and coordinate corrections
• Maintain accurate records of lost, missing, or delayed packages
• File claims with carriers (USPS, UPS) on behalf of customers when necessary

 Compliance & Organization

• Follow all company policies, procedures, and performance standards
• Maintain a clean, organized, and fully stocked workspace
• Report equipment issues or supply needs promptly

Qualifications

•  Experience: Minimum of 2 years of experience in customer service, preferably within the freight forwarding, logistics, or international shipping industry.
•  Package Tracking & Tracing: Experience tracking and tracing shipments through major courier platforms, including FedEx, UPS, USPS, DHL, GOFO, and other last-mile delivery providers. Ability to monitor shipment status, investigate delivery exceptions, coordinate with carriers to resolve delays or discrepancies, and provide customers with accurate and timely updates.
•  Customer Service: Proven ability to handle customer inquiries, provide timely shipment updates, resolve issues, and maintain professional relationships with customers and service providers.
• Export Operations: Working knowledge of international export procedures, shipping documentation, and freight coordination (air and ocean).
•   AES Compliance: Knowledge of Automated Export System (AES) filing requirements, Electronic Export Information (EEI), and U.S. export regulations.
• Bilingual: Fluency in English and Spanish is required, with excellent verbal and written communication skills in both languages.
• Organizational Skills: Strong organizational abilities, attention to detail, and the ability to manage multiple shipments, tasks, and deadlines simultaneously.
• Time Management: Excellent time management and prioritization skills, with the ability to work efficiently in a fast-paced environment.
• Computer Proficiency: Proficiency in Microsoft Office, particularly Outlook and Excel. Experience with freight forwarding or logistics management systems is preferred.
•   Problem-Solving: Ability to work independently, demonstrate initiative, and proactively identify and resolve operational challenges.
•   Teamwork: Strong interpersonal skills and the ability to collaborate effectively with internal departments, carriers, and external partners.

What We Offer

• Competitive compensation
• Growth and development opportunities
• Dynamic and supportive work environment
• Exposure to operations, logistics, and leadership support
• Medical, Dental, Vision
• PTO
• Holiday Pay