CSR I

• Serve as the primary point of contact for customers regarding cargo status, CES exam progress, and shipment release updates.
• Communicate effectively with customs brokers, drayage providers, warehouse personnel, and federal agency representatives.
• Provide professional, timely responses to complex inquiries, ensuring customer satisfaction and operational transparency.
• Oversee the movement of freight undergoing CBP exams (e.g., VACIS, tailgate, CET, MET, USDA) and ensure accurate status tracking across systems.
• Coordinate drayage, exam appointments, and delivery schedules while maintaining real-time updates in internal tracking tools and customer portals.
• Validate and manage critical documents such as 3461s, delivery orders, CBP hold/release notices, and billing records.
• Liaise with CBP officers and other federal agencies to facilitate compliant, efficient processing of cargo.
• Support CES warehouse operations by confirming shipment details and prioritizing work based on regulatory requirements.
• Maintain up-to-date knowledge of CBP regulations, import requirements, and CES procedures.
• Proactively identify inefficiencies in workflows or systems and recommend actionable process improvements.
• Participate in quality assurance initiatives, such as call reviews and peer coaching, to ensure high service standards.

• Assist in onboarding new team members by providing guidance, sharing best practices, and contributing to training documentation or internal knowledge bases.

• Recognize sales or upsell opportunities during customer interactions and support the account management or sales teams with relevant leads or insights.
• Collect and relay customer feedback to support service enhancement and customer retention efforts.

• 3–5 years of experience in freight brokerage, customs brokerage, freight forwarding, or port/CES operations.
• Deep understanding of international logistics, CBP exam procedures, and customs clearance documentation.
• Experience working in a CES environment or directly with CBP agencies highly desirable.
• Proven ability to manage cargo tracking, documentation accuracy, and customer expectations.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Strong problem-solving abilities and calm handling of high-pressure or time-sensitive situations.
• Highly organized with strong attention to detail; able to multitask effectively in a dynamic, fast-paced environment.
• Proficient with Microsoft Office and industry-specific platforms (e.g., TMS, WMS, ACE, AMS).

• Bilingual (English/Spanish or English/Chinese (Mandarin)) is a plus.
• Experience using electronic data management systems and digital communication tools.
• Familiarity with confidentiality, safety, and security protocols in a port or bonded facility setting.

Salary : $22 - $23