Brokerage Customer Service

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Job Description

Job Summary

The Customs Brokerage Customer Service Representative supports customers throughout the customs clearance process by providing shipment updates, coordinating required documentation, and resolving issues related to import and export shipments. This role works closely with customers, customs brokers, and internal teams to ensure shipments are cleared efficiently, compliantly, and on time while delivering a high level of customer service.

Key Responsibilities

• Serve as the primary point of contact for customers regarding customs clearance and shipment status.
• Provide customers with timely updates on shipments, clearance progress, and any delays.
• Collect, review, and follow up on required import and export documentation.
• Coordinate with customs brokers, operations teams, carriers, and other stakeholders to support shipment clearance.
• Respond to customer inquiries and resolve issues in a professional and timely manner.
• Monitor shipments and ensure all activities are completed in accordance with customer requirements and customs regulations.
• Maintain accurate shipment records and customer information in company systems.
• Support billing inquiries related to duties, taxes, and brokerage charges.
• Escalate shipment delays, compliance issues, or customer concerns when necessary.
• Follow company policies and customs regulations to ensure compliance and service quality.

• Diploma or Bachelor's Degree in any related field.
• 1-3 years of experience in customer service, customs brokerage, freight forwarding, logistics, or a related industry preferred.
• Basic knowledge of import/export processes and customs documentation.
• Good communication and customer service skills.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and meet deadlines.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
• Ability to work independently and as part of a team.
• Good problem-solving skills and a positive attitude.
• Good English communication skills preferred.

Permanent

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