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Customer Service Representative – International Shipping

Hecny Group
Schaumburg, IL

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Job Details

Full-time
$3,750 - $4,000 a month
11 days ago

Benefits

Health savings account
Paid holidays
Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Export management
Microsoft Word
Customs regulations compliance
Customer communication
Microsoft Excel
Microsoft Outlook
Freight documentation management
Logistics customer service
Client inquiry handling
Collaborating with government agencies
NVOCC
Customs documentation preparation
Technical Proficiency
International trade regulations
Transportation documentation for distribution operations

Full Job Description

Company Profile
We are one of the largest NVOCC's in the world. Our company is financially stable with over 2500 employees and 70 offices worldwide. We provide excellent health benefits as well as 401k match, vacation, sick time and holiday pay.

We are an equal opportunity employer.

Position Summary

We are seeking a detail-oriented and proactive Customer Service Representative to manage international shipping operations for both air and ocean freight. The ideal candidate will have experience handling import and export shipments, coordinating with global carriers and freight forwarders, and ensuring seamless customer service. This role requires strong communication skills, the ability to troubleshoot shipping delays, and knowledge of international trade regulations.

Job Responsibilities

Shipment Coordination & Documentation

Oversee international air and ocean shipments, ensuring timely pickup, transit, and delivery.
Track and monitor shipments, providing customers with real-time status updates and proactive solutions for delays.
Work closely with freight forwarders, customs brokers, and carriers to resolve shipment issues.
Ensure compliance with customs regulations and international shipping laws, including Incoterms, duties, and tariffs.
Prepare and process billing, including generating invoices, assembling billing packages, maintaining accurate records, and sending invoices via email clients.

Customer Service & Issue Resolution

Serve as the primary point of contact for international customers, addressing inquiries and concerns professionally.
Handle disputes related to delays, customs holds, or unexpected shipping fees, providing prompt and effective solutions.
Assist customers with tariff classifications, customs clearance requirements, and import/export restrictions.
Maintain accurate customer records and ensure all transactions comply with company policies and global trade regulations.

Billing & Accounts Management

Process invoices, freight charges, and duty payments, ensuring billing accuracy.
Investigate billing discrepancies and resolve disputes with customers and carriers.
Monitor and maintain Accounts Receivable (AR) by ensuring timely payments from international customers.

Performance Tracking & Reporting

Analyze shipment KPIs, including transit times, on-time deliveries, and customer satisfaction metrics.
Generate and analyze daily and weekly reports , identifyingtrends, common issues, and areas for process improvement.
Work collaboratively with internal teams to enhance service efficiency and streamline international shipping processes.

Required Experience & Skills

Key Competencies

✅ Strong communication and problem-solving skills to resolve shipping issues efficiently.
✅ Ability to handle high volumes of customer inquiries while maintaining service quality.
✅ Exceptional multitasking and organizational skills in a fast-paced, global shipping environment.
✅ Attention to detail in reviewing international shipping documentation.

Industry Knowledge & Experience

2+ years of experience in international shipping customer service, freight forwarding, or import/export operations.
Strong understanding of global shipping regulations, Incoterms, and customs clearance procedures.
Familiarity with major shipping carriers (DHL, FedEx, UPS, Maersk, MSC, CMA CGM, etc.).
Experience working with customs brokers, trade compliance teams, and government agencies (e.g., CBP, FDA, USDA, TSA).

Technology & Systems Proficiency

Experience with freight management and tracking software (e.g., CargoWise, SAP, or other TMS platforms).
Proficiency in Microsoft Office (Excel, Outlook, Word) for reporting and communication.

Performance Expectations

Maintain high levels of customer satisfaction by resolving shipping concerns quickly and efficiently.
Ensure accuracy in shipping documentation and compliance with international trade laws.
Improve on-time delivery rates and minimize delays through proactive issue resolution.

Job Type: Full-time

Pay: $3,750.00 - $4,000.00 per month

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Experience:

imports/export in international trade: 2 years (Required)

Work Location: In person

Quick Apply

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