Customer Care Specialist

OEC Group (Canada); Vancouver; On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Group insurance

Tuition reimbursement

Paid time off

Floater day

Job summary

OEC Group in Vancouver is seeking a Customer Care Specialist to act as the primary contact for customers, ensuring exceptional service while supporting key accounts within our international freight forwarding team.

You will manage inquiries on logistics solutions, pricing, bookings, and service issues; build strong client relationships; and identify opportunities for upselling and process improvements in a fast-paced global environment.

Qualifications

• Minimum 3 years in international freight forwarding.
• Experience with Air and Ocean Import/Export.
• Proficiency in Excel and MS Office.
• CRM or customer management systems experience.
• Strong English communication, verbal and written.
• Self-motivated, team-oriented, eager to learn.

Responsibilities

• Serve as the main contact for customer inquiries related to logistics solutions, pricing, bookings, and service issues.
• Resolve customer concerns and complaints efficiently while delivering a positive customer experience.
• Escalate complex service issues to the appropriate stakeholders when necessary.
• Perform regular follow-ups with existing customers to maintain strong relationships and identify new opportunities.
• Support account development through upselling and tailored logistics solutions.

Skills

Customer service

Relationship management

Multitasking

Excel

CRM systems

Communication skills

Tools

CRM software

Job description

Founded in 1984, OEC Group has built a global network that delivers optimal logistics intelligence, performance-driven strategies, and cost-effective solutions. Our commitment to innovation and excellence keeps us at the forefront of the logistics industry.

About the Role

We are seeking a customer-focused, detail-oriented, and proactive Customer Care Specialist to join our logistics team in Vancouver. In this role, you will act as the primary point of contact for customers, ensuring exceptional service delivery while supporting the growth and retention of key accounts.

If you are passionate about customer satisfaction, thrive in a fast-paced international freight forwarding environment, and enjoy building strong client relationships, we would love to hear from you.

What We Offer

• Competitive Compensation package including salary and incentives (salary based on experience $60K-$75K).
• A great work environment that values collaboration and initiative.
• Employer-paid group insurance & tuition reimbursement (*certain criteria apply).
• Paid time off including vacation, sick days, and an annual floater day.
• A strong commitment to diversity, career development, and social responsibility.

What You Will Do

Customer Service & Account Management

• Serve as the main contact for customer inquiries related to logistics solutions, pricing, bookings, and service issues.
• Resolve customer concerns and complaints efficiently while delivering a positive customer experience.
• Escalate complex service issues to the appropriate stakeholders when necessary.
• Perform regular follow-ups with existing customers to maintain strong relationships and identify new opportunities.
• Support account development through upselling and tailored logistics solutions.

Logistics Coordination

• Verify shipment bookings and ensure compliance with agreed quotations and commercial terms.
• Coordinate with international offices and operational teams to facilitate shipment execution.
• Monitor shipment performance and proactively address service disruptions related to ETAs, ETDs, and bookings.
• Assist with documentation management, including customs-related requirements and POA collection.

Reporting & Process Improvement

• Create and maintain customer profiles, SOPs, routing instructions, and customer-specific reporting.
• Prepare performance reports, market trend analyses, and shipment tracking reports.
• Continuously identify opportunities to improve internal processes and customer service effectiveness.
• Participate in onboarding new customers and support ongoing account maintenance.

Relationship Building

• Conduct regular customer outreach and account reviews.
• Participate in customer meetings and presentations.
• Support Quarterly Business Reviews (QBRs) and recommend solutions that add value to customer operations.

What We're Looking For

Required Qualifications

• Minimum 3 years of experience in a similar role within an International Freight Forwarding organization.
• Experience with Air and Ocean Import/Export Logistics.
• Strong customer service and relationship management skills.
• Proficiency with Microsoft Excel and the Microsoft Office Suite.
• Experience using CRM or Customer Management Systems.
• Excellent organizational, problem-solving, and multitasking abilities.
• Strong verbal and written communication skills in English.
• Additional language skills are considered an asset.
• Self-motivated, team-oriented, and eager to learn and grow.

Nice to Have

• Knowledge of customs and transportation regulations, including AMPS, B13, ACI, CSI, or related compliance requirements.
• Experience preparing customer performance and logistics reports.