Customer Service Representative – Freight Forwarding

About the role

We are looking for a proactive Customer Service professional to manage freight forwarding shipments from start to finish. You will act as the main point of contact for customers, overseas agents, carriers and internal teams, ensuring smooth operations and high satisfaction.

Key responsibilities

• Operate each shipment independently according to SOPs, preparing documents such as SLI, B/L, delivery notices, and entering shipment data into the system.
• Arrange booking, truck dispatch, customs clearance and monitor shipping status, maintaining relationships with carriers, warehouses and related departments.
• Respond to customer inquiries via the booking system, troubleshoot issues quickly and efficiently to ensure satisfaction.
• Provide quotations to customers/agents, track shipment status and coordinate with overseas agents and suppliers.
• Input related fees and issue invoices.
• Execute tasks assigned by the regional manager, report results regularly and maintain cooperation with overseas agents and customers.
• Stay informed on regional pricing, analyze route performance and update quotations accordingly.
• Receive overseas agents and customers independently and help schedule related personnel.
• Perform other duties as assigned by the supervisor.

Required profile

• College degree or higher, preferably in logistics or international trade.
• Strong command of English, both spoken and written.
• 2‑3 years of experience in the freight forwarding industry, with a preference for US & Canada lanes.
• Positive attitude, self‑initiative, responsible and able to work under pressure.
• Good communication skills and a team‑spirit.
• Mandarin proficiency is a plus.

Required skills