Customer Service Representative (Imports/Exports)

As a Customer Service Representative (CSR), you represent Envision Cold’s commitment to our customers’ satisfaction. In this position you will be a critical connection to our customers, ensuring they receive exceptional service and solutions to concerns or issues they may experience. You will also assist in handling the import and export documentation required for some of our customers. The CSR will work closely with the Shipping & Receiving Teams to ensure customer expectations are met daily. Being able to stay focused, organized and operate with a sense of urgency are keys to your success in the role.

This role will require you to be flexible with your schedule based on business demands. Overtime may be required, including time Saturdays and/or Sundays during peak seasons.

Job Responsibilities

• Address customer complaints and issues promptly and professionally, striving for quick and satisfactory resolutions.
• Assist in preparing, reviewing, and processing import and export documentation for food product storage and distribution.
• Ensure administrative compliance with customs regulations, food safety standards, and trade laws.
• Liaise with customs brokers, freight forwarders, and logistics partners.
• Maintain records for audits, inspections, and regulatory reporting.
• Monitor shipment status and resolve documentation discrepancies or delays.
• Support cold-chain and storage compliance through proper documentation handling.
• Identify and resolve issues affecting overall service to our customers.
• Generate reports per customer requests.
• Escalate complex problems to the appropriate personnel when necessary.
• Maintain clear and open communication channels with customers, colleagues, and management regarding order status, inventory levels, and any other relevant information.
• Support billing accuracy by verifying order details, accessorial charges, and documentation.
• Collaborate with Operations and Shipping & Receiving team members to achieve departmental goals and objectives.
• Keep accurate records of customer interactions, requests, requirements, transactions, and inventory movements using company systems and databases
• Adhere to safety protocols and guidelines to ensure a safe working environment.
• Report any safety hazards or concerns to the appropriate personnel.

• Must be 18 years or older.
• Minimum of 6 months’ Customer Service experience in a Warehouse, Distribution or Logistics organization; ideally dealing with food storage and distribution.
• Import/Export documentation and coordination experience required.
• Fluent in both English and Spanish, including written and verbal communication.
• Strong computer skills with understanding of the MS Office programs.
• Experience working with a Warehouse Management System (WMS) highly preferred.
• Solid written and verbal communication skills
• Must have good attendance record and good work ethic
• Ability to be flexible with schedule including the ability to work both early and late as well as weekends when business demands are at their peak.