What are the responsibilities and job description for the Customer Service Representative - Export position at OOCL USA Inc?
In person: Monday - Friday, 8:30 hours - 17:30 hours (w/1 hour lunch)
What is OOCL?
OOCL is one of the world's largest integrated international container transportation, logistics and subsidiary companies. As one of Hong Kong's most recognized global brands, OOCL provides customers with fully integrated logistics and containerized transportation services, with a network that encompasses Asia, Europe, the Americas, Africa and Australasia.
Our core values: People People People, Community Responsibility, Customer Focus, Excellence through Quality – we hope to empower our employees to achieve the mission of OOCL.
About the Job:
Within our organization, the Customer Service team in Mexico ensures timely and accurate cargo delivery by coordinating with terminals, trucking vendors, and internal teams, while maintaining proactive communication with clients and resolving issues efficiently. Monitor equipment status, manage customs and invoicing processes, smooth shipment cycles and high service standards.
This position main responsibilities are handling customer inquiries, manage export bookings, and coordinate trucking dispatch to ensure timely cargo delivery. Requires 1 years of experience in customer service and shipping, strong communication skills, attention to detail, and proficiency in Microsoft Office.
Benefits for Customer Service Representative - Export Ocean Cargo:
- Private major health and life insurance.
- Grocery Coupons.
- Savings fund.
Job Responsibilities:
Customer Service & Communication
- Respond to customer inquiries via email and telephone throughout the shipment process.
- Communicate cross-functionally and with external vendors to ensure timely delivery and escalate issues when necessary.
- Verify and manage special requirements from shippers or consignees.
Booking & Documentation
- Register, create, amend, or transfer bookings in the online system, ensuring accuracy and compliance with procedure.
- Perform system updates and adhere to company guidelines.
- Review and complete cargo release process.
Transportation & Coordination
- Coordinate trucking dispatch: appointments, special requirements, and timely cargo movement.
- Ensure cargo gates into terminal before cutoff.
- Report containers under carrier haulage to terminal and port agent.
Compliance & Monitoring
- Ensure customs submission (if applicable) before cargo discharge.
- Monitor and follow up on overdue equipment with internal and external parties.
Financial & Administrative
- Invoice any additional charges incurred during the shipment cycle.
- Perform collection activities and follow up.
Qualifications:
- 1 year in customer service and shipping experience.
- Excellent verbal and written communication skills.
- Intermediate English level (at least level B1).
- Knowledge of Microsoft Office Suite.
- Accountable and works well in team environment.
- Attention to detail.
Preferred Skills:
- Knowledge of International Cargo Container Movement.
- Experience with Terminal and Rail Operations.
- Critical Thinking.
- Problem-Solving.
- Flexibility and ability to adapt to changes.
- Capable of managing multiple tasks simultaneously.
Be part of a team!
- Have a collaborative mindset as your daily interactions will include working with our customers and with many people in various departments within our organization in a team-based environment.
- Bring your experience and thrive on proactively suggesting opportunities to increase efficiencies to improve the current process.
All employment is contingent upon the successful completion of a background check
OOCL is an Equal Opportunity Employer and offers a diverse, inclusive, and equitable work environment. OOCL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. For more information, we encourage you to visit us at www.oocl.com.