Customer Service Representative

Job Description

Job Description

Description : Position Summary :

We’re seeking a Customer Service Representative with a strong background in import / export operations. Experience in Import break bulk and Export gateway process is ideal. The candidate will need to have a freight forwarding mindset. Familiarity with how cargo flows through airline terminals and US Customs and OGA’s is necessary. An understanding of time-sensitive shipments in a high-pressure, regulated environment. This role will work closely with our dispatch team, drivers, freight forwarders, and airline ground handlers to ensure smooth execution of import recoveries and export Drops. Maintain real-time communication with clients, providing timely updates and proactive solutions.

Key Responsibilities :

• Act as the main customer contact for import and export shipments , with emphasis on pharmaceutical cargo.
• Collaborate with freight forwarders, brokers, and Rockford and O’Hare-based cargo terminals to track and confirm shipment status, customs clearance, and pickup availability.
• Coordinate closely with the dispatch team to schedule pickups and deliveries in alignment with customer requirements.
• Handle shipment documentation , including AWBs, HAWBs, PODs, and temperature logs, ensuring all documentation is accurate and audit-ready.
• Monitor shipments for cold chain compliance and proactively prevent possible temperature deviations
• Provide frequent and proactive updates to clients regarding shipment status, delays, or issues.
• Work cross-functionally with customer service, dispatch, and compliance to ensure high service standards and adherence to GDP / GMP guidelines.
• Support billing, quoting, and documentation audits as needed.
• Utilize TMS and internal tracking systems to maintain accurate shipment records and customer communications.
• Organizational skill is a must

What We Offer :

Requirements :