Ocean Freight Customer Service Specialist

About the role

The Ocean Freight Customer Service Specialist will serve as the primary point of contact for customers, managing freight allocations, booking inquiries, and billing processes. This role focuses on building strong customer relationships, resolving complex issues, and ensuring the smooth execution of global freight operations. The specialist will collaborate with procurement, operations, and finance teams to maintain high service standards and operational excellence.

Responsibilities

• Serve as the main point of contact for customer inquiries regarding bookings, allocations, contract terms, and shipment updates
• Manage day-to-day freight allocation requests and coordinate capacity requirements with the procurement team
• Provide timely and accurate information on shipment status, allocation availability, and schedule changes
• Maintain accurate customer records and case documentation within CRM systems
• Handle customer disputes related to freight rates, surcharges, contracts, and service issues
• Review and prepare customer invoices, ensuring billing accuracy and commercial compliance
• Coordinate with carriers, operations, procurement, and finance teams to resolve customer and billing issues
• Monitor allocation utilization and proactively communicate capacity constraints or opportunities

Required skills

• Customer Service
• Ocean freight operations
• Shipping documentation
• Incoterms
• CRM
• Salesforce
• Zendesk
• Microsoft Office
• Excel

Nice to have

• Carrier tariffs

Qualifications

• Bachelor's degree in Business Administration, Logistics, International Trade, or a related field
• 3 years of experience in ocean freight, freight forwarding, logistics, or customer service

Certifications

• FIATA
• IATA