Import - Customer Service Agent at Expeditors — NeverHard

Job Description Scope of Position: Provide exceptional customer support for air import shipments, ensuring timely updates and resolution of service issues. Key Responsibilities: Act as the primary point of contact for customers regarding import shipments. Provide proactive status updates and respond to inquiries promptly. Coordinate with operations, carriers, and customs brokers to resolve service issues. Handle escalations and communicate solutions effectively. Maintain accurate records of customer interactions and shipment details. Support continuous improvement initiatives for customer experience. Major Duties and Responsibilities: Ensure smooth and timely freight flow Ensure accurate and timely data entry into our invoice / operating system Complete billing reports on daily basis (INB, F2F, FDS, Settlement Report) Ensure documents are timely sent to customer or broker for customs purposes Ensure timely delivery/dispatch of freight to customers for Import shipments Use Air and Ocean Import Workflows on daily basis Interact with our customers in arranging their international shipments, meeting customer service standards Follow up on customer emails showing exceptional customer service Contribute to maintain strong relationships with suppliers (airlines, trucking companies, and others) Ensure compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer's policies / requirements. Understand department process flow, constantly looking for areas of improved efficiency Ensure all customers' standard operating procedures are followed and updated Meet KPI standards, as per the company procedures Overseas communications, timely responses to emails and requests (internal and external)