Customer Service Rep - Import

Hillebrand Gori - A company of DHL; Edison (NJ); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Hybrid work environment

Medical, dental, and vision

Bonus incentive plan

401(k) match

Paid time off

Job summary

Hillebrand Gori – a DHL company – is seeking a Customer Service Rep – Import in Edison, NJ. You will handle inquiries, resolve issues, and support ocean freight operations while collaborating with operations, sales, and procurement to ensure smooth global shipments.

Responsibilities include processing orders, providing product and service information, maintaining documentation, and supporting OFR Ops/CS plans.

Qualifications

• Minimum of 2 years of experience in import / freight forwarding.
• Bachelor’s degree or equivalent experience/qualification.
• Excellent communication and negotiation skills, with the ability to build and maintain strong relationships with customers.
• Strong analytical and problem-solving skills, with a strategic mindset.
• Proficiency in MS Office applications, particularly PowerPoint and Excel.

Responsibilities

• Resolve product or service issues by clarifying the customer’s concern, determining the root cause, selecting and explaining the best solution, and following up to ensure resolution.
• Process orders and requests accurately and efficiently.
• Provide product and service information and guide customers through available options.
• Follow communication procedures and guidelines to deliver consistent service quality.
• Upsell local services to optimize gross profit.
• Contribute to team goals by achieving individual performance metrics such as response and data entry time, customer satisfaction, and meeting gross profit targets.
• Support administration of OFR Ops/CS plans and processes to provide ocean freight forwarding for internal and external customers
• Respond to queries, gather information for customer visits and participate in customer visits to maintain close business relationship with existing clients and enhance customer retention
• Collate, record information, and handle day-to-day shipment documentation for freight forwarding
• Identify and resolve recurring issues, and propose modifications to OFR Ops/CS work methods focusing on increasing effectiveness and efficiency
• May provide functional guidance, advice or training to less experienced positions.
• Manage transport orders in collaboration with export offices and agents
• Prepare, control, and distribute all required Import documents
• Identify performance issues of internal / external stakeholders and propose solutions to improve performance

Skills

Import / freight forwarding experience

Communication and negotiation

Analytical and problem-solving

MS Office (PowerPoint & Excel)

Education

Bachelor’s degree or equivalent

Tools

MS Office (PowerPoint)

MS Excel

Job description

Job Title: Customer Service Rep – Import

Location: Edison, NJ

As a Customer Service Rep – Import at Hillebrand Gori, you will play a role in providing exceptional support to customers by handling inquiries, resolving issues, and ensuring a positive customer experience. You will work closely with internal teams (operations, sales, and procurement) and external partners (customers) across phone, email, and digital channels, representing the company with professionalism, empathy, and efficiency. You will also support the development and administration of Ocean Freight (OFR) Operations / Customer Service (Ops/CS) plans and processes to ensure the efficient flow of goods and information throughout the customer’s global supply chain via ocean transportation, maximizing both service quality and profitability.

If you are a dynamic and results-oriented professional with experience in managing national or global customers, we would love to hear from you! Join our team at Hillebrand Gori and contribute to our success in delivering world-class logistics solutions to our valued customers.

Key Responsibilities

• Resolve product or service issues by clarifying the customer’s concern, determining the root cause, selecting and explaining the best solution, and following up to ensure resolution.
• Process orders and requests accurately and efficiently.
• Provide product and service information and guide customers through available options.
• Follow communication procedures and guidelines to deliver consistent service quality.
• Upsell local services to optimize gross profit.
• Contribute to team goals by achieving individual performance metrics such as response and data entry time, customer satisfaction, and meeting gross profit targets.
• Support administration of OFR Ops/CS plans and processes to provide ocean freight forwarding for internal and external customers
• Respond to queries, gather information for customer visits and participate in customer visits to maintain close business relationship with existing clients and enhance customer retention
• Collate, record information, and handle day-to-day shipment documentation for freight forwarding
• Identify and resolve recurring issues, and propose modifications to OFR Ops/CS work methods focusing on increasing effectiveness and efficiency
• May provide functional guidance, advice or training to less experienced positions.
• Manage transport orders in collaboration with export offices and agents
• Prepare, control, and distribute all required Import documents
• Identify performance issues of internal / external stakeholders and propose solutions to improve performance

Qualifications

• Minimum of 2 years of experience in import / freight forwarding
• Bachelor’s degree or equivalent experience/qualification
• Excellent communication and negotiation skills, with the ability to build and maintain strong relationships with customers
• Strong analytical and problem-solving skills, with a strategic mindset
• Proficiency in MS Office applications, particularly PowerPoint and Excel

Personal attributes

• Empathetic and patient
• Positive, professional attitude
• Team-oriented
• Adaptable and quick to learn
• Comfortable in a fast-paced environment

You’ll be rewarded in many ways, such as

• Belong to a diverse and dynamic culture that promotes inclusion, growth, and development
• Participate in comprehensive compensation (competitive salary and bonus incentive plan), benefits (including medical, dental, and vision), generous PTO plan (including sick days and Floating Holidays, and a 401k match
• Enjoy a hybrid work environment

Pay range: $50,000-65,000 total compensation, based on experience.

To learn more about Hillebrand Gori, please click HERE.