Import/Export Freight Forwarding & Customer Success Specialist

Are you a freight forwarding expert who thrives in a dynamic environment, dealing with customers, vendors, and the movement of goods? Do you have what it takes to handle detail-oriented work, seeing things through to completion, all while working in the interruption-driven freight forwarding business? Are you passionate about making order out of complex situations and making sure your customers and partners are happy in the process?

About the role

We are seeking a dynamic and tech-savvy Freight Forwarding & Customer Success Specialist to manage the end-to-end flow of international shipments, ensure an outstanding customer experience, and drive process efficiency through automation and data-driven workflows. In this role, you will be the primary point of contact for clients, carriers, and internal teams — coordinating shipments, overseeing documentation and compliance, communicating status, anticipating issues, and implementing process improvements to streamline operations. The bulk of the business is domestic port to door, however our export business is growing. Position is full-time, on-site in Algonquin, Illinois.

Key Responsibilities

• Coordinate and manage all aspects of import and export shipments (air, ocean, and multimodal), from origin to destination.
• Prepare, review, and manage all required shipping and customs documentation: bills of lading (HAWB/MAWB), commercial invoices, packing lists, customs declarations, certificates of origin, manifests, delivery orders, etc.
• Book cargo space with carriers, negotiate rates and terms, and coordinate with carriers, trucking providers, overseas agents, customs brokers, and other logistics partners to ensure timely and cost-efficient movement of goods.
• Monitor and track shipments; provide proactive, transparent, and timely updates to customers on shipment status, ETA, alerts, delays, or exceptions.
• Act as the main customer liaison — manage account relationships, respond quickly and professionally to customer inquiries, troubleshoot issues (customs, logistics delays, documentation, compliance), and ensure high customer satisfaction.
• Manage compliance with international trade laws and regulations (customs procedures, HS classification, export/import controls, licensing, carrier regulations, dangerous goods if applicable, etc.)
• Generate quotes for clients; handle cost analysis, rate negotiation, and margin checking.
• Use and maintain internal systems (TMS, CRM, ERP, spreadsheets, EDI, etc.) — manage data entry, documentation records, shipment tracking, invoicing, reporting.
• Identify opportunities for business-process automation and continuous improvement: streamline workflows, reduce manual steps, implement or propose tools/software that improve operational efficiency and customer experience.
• Collaborate cross-functionally (sales, operations, finance, compliance) to ensure seamless end-to-end logistics and customer service delivery.

What we’re looking for — Qualifications & Skills

• 5 years of experience in freight forwarding, logistics coordination, or international supply-chain / import-export operations (air, ocean, or multimodal).
• Strong knowledge of international shipping, documentation, customs clearance, Incoterms, HS classification, and import/export regulations.
• Excellent customer-service skills: responsive, communicative, proactive, and able to handle customer queries, updates, and issue resolution quickly and effectively.
• Demonstrated ability to manage multiple shipments/accounts simultaneously with high attention to detail and strong organizational skills.
• Proficiency with business software / logistics tools / data-entry / CRM / TMS / spreadsheets (Excel, VLOOKUP/Pivot, data import/export), and a keen comfort with technology — ability to adopt and help implement automation or process-improvement solutions.
• Strong written and verbal communication, negotiation skills, and ability to coordinate with multiple stakeholders (customers, carriers, brokers, internal teams).
• Proactive mindset: ability to anticipate issues before they arise, suggest process improvements, and own the end-to-end customer and shipment experience.
• Ability to work under pressure, meet tight deadlines, and manage exceptions effectively while maintaining professionalism.

Nice-to-have / Preferred

• Bachelor’s degree in Business, Supply Chain, Logistics, International Trade, or related field.
• Experience with IES (division of Descartes) a major plus!
• Familiarity with export compliance, trade regulations (customs, hazardous materials, restricted goods), and special cargo (oversized, out-of-gauge, dangerous goods).
• Previous experience with process automation, digital tools (TMS, EDI, CRM), or data analytics to support logistics workflows.
• Strong problem-solving skills, ability to troubleshoot unexpected issues during shipment lifecycle.

Why this role matters / What you’ll bring to the company

• As our Freight Forwarding & Customer Success Specialist, you will be the backbone of our client’s global logistics operations. Your ability to manage complex import/export shipments, deliver top-tier customer service, and streamline operations through technology will directly impact our customer satisfaction, turnaround times, compliance record, and operational efficiency. You’ll help turn freight forwarding from a manual, error-prone process into a smooth, transparent, reliable, and scalable service — giving clients confidence, improving loyalty, and reducing operational overhead.