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

Competitive compensation with bonus

Medical, dental, and vision benefits

Generous PTO and Floating Holidays

401k match

Job summary

Hillebrand Gori is seeking a Customer Service Rep – Import in Edison, NJ to support customers across phone, email, and digital channels, coordinating with operations, sales, and procurement to ensure smooth ocean freight flows. The role emphasizes resolving inquiries, processing orders, providing information, and contributing to OFR Ops/CS plans while aiming to maximize service quality and profitability.

Qualified candidates have at least 2 years in import/freight forwarding, a bachelor’s

Qualifications

• Minimum of 2 years in import / freight forwarding.
• Bachelor’s degree or equivalent.
• Excellent communication and negotiation skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Office, especially Excel and PowerPoint.

Responsibilities

• Resolve customer inquiries and issues with timely follow-up.
• Process orders and requests accurately.
• Provide product/service information and options guidance.
• Support OFR Ops/CS plans for ocean freight forwarding.
• Prepare import documents and shipment records.
• Collaborate with internal teams and external partners to maintain relationships.
• Upsell services to improve gross profit.

Skills

Import / freight forwarding

Customer service

Negotiation

Analytical thinking

Education

Bachelor's degree

Tools

MS Office (PowerPoint & Excel)

Job description

Job Title: Customer Service Rep – Import

Location: Edison, NJ

Job Purpose

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 suggest 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.