Customer Service Representative/ NVOCC/Ocean Import

ClearFreight, Inc.; El Segundo (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

ClearFreight, Inc. is seeking a Customer Experience & Account Support professional in California. You will respond to inquiries via phone and email, provide shipment updates, and support client reporting and milestones.

You will manage service exceptions, work with cross-functional teams, and prepare quotes for freight and related services. Strong communication, multitasking, and CargoWise experience are valued.

Qualifications

• 1–2 years of experience in freight forwarding, logistics, import operations or customer service.
• Strong knowledge of ocean import processes including AMS, ISF, Inbond cargo and cross border.
• Proficient in Microsoft Office, especially Outlook and Excel.
• Experience with CargoWise or similar freight forwarding software.

Responsibilities

• Deliver a high level of customer service by responding to client inquiries promptly and professionally via phone, email, and other channels.
• Provide accurate information on shipment schedules, transit times, rates, services and updates.
• Proactively manage customer expectations and identify opportunities to improve the client experience.
• Handle concerns, service exceptions and escalations with urgency and professionalism.
• Support client-specific requirements, including reporting and milestone tracking.
• Prepare and provide quotes for freight, insurance, trucking, transloading and other logistics services.
• Prepare and process shipping and logistics documentation.
• Maintain records of customer communications and shipment activity.
• Coordinate with Operations, Sales, Accounting and overseas offices for smooth shipments.

Skills

1-2 years logistics

Ocean import

Customer service

MS Office (Outlook & Excel)

CargoWise

Multitasking

Attention to detail

Tools

CargoWise or similar

Job description

Description

Customer Experience & Account Support

• Deliver a high level of customer service by responding to client inquiries promptly and professionally via phone, email, and other communication channels.


• Provide accurate and timely information regarding shipment schedules, transit times, rates, service offerings, and delivery updates.


• Proactively manage customer expectations while identifying opportunities to improve the overall client experience.


• Handle customer concerns, service exceptions, and escalations with urgency and professionalism, ensuring timely resolution.


• Support client‑specific requirements, including customized reporting, milestone tracking, and operational requests.


• Prepare and provide quotes for freight, insurance, trucking, transloading, and other logistics‑related services.

Documentation & Compliance

• Prepare, review, and process shipping and logistics documentation, including bookings, delivery orders, and other transaction‑related documents.


• Ensure all files and transactions are handled in compliance with international shipping regulations, customer requirements, and ClearFreight operational procedures.


• Maintain accurate and organized records of customer communications, shipment activity, and transactional documentation.


• Assist in ensuring timely and accurate data entry across internal systems and platforms.

Operational Coordination & Communication

• Partner closely with Operations, Sales, Accounting, and overseas offices to ensure smooth execution of shipments and customer requests.


• Coordinate with carriers, truckers, warehouses, agents, and other service partners to manage shipment movement, troubleshoot delays, and resolve operational issues.


• Provide customers with proactive shipment updates, including schedule changes, delays, and delivery status notifications.


• Support cross‑functional communication to ensure alignment between customer expectations and operational execution.

Problem Solving & Process Improvement

• Identify potential service failures or operational gaps before they impact the customer experience and take proactive steps toward resolution.


• Investigate and troubleshoot shipment issues, exceptions, and time‑sensitive situations with a solution‑oriented mindset.


• Recommend and support process improvements that enhance service quality, operational efficiency, and customer satisfaction.


• Escalate complex operational or customer concerns to management when necessary while maintaining ownership through resolution.

Reporting & Performance Analysis

• Generate, maintain, and analyze customer service and operational reports for both internal stakeholders and clients.


• Monitor trends, recurring issues, and customer feedback to identify opportunities for continuous improvement.


• Provide actionable insights and recommendations related to workflow efficiency, customer experience, and system utilization.


• Support KPI tracking and reporting initiatives to help drive service excellence and operational performance.

Requirements

• 1–2 years of experience in freight forwarding, logistics, import operations, or customer service


• Strong knowledge of ocean import processes including but not limited to:
  
  
  
  • AMS
  
  
  • ISF
  
  
  • Inbond cargo
  
  
  • Cross border
  
  
  • Intensive exam processing
  
  
  
  


• Strong communication and customer service skills
  
  
  
  • Experience working with and working in multi‑cultural environments
  
  
  
  


• Ability to multitask and prioritize in a fast‑paced environment


• Detail‑oriented with strong organizational skills


• Proficient in Microsoft Office, especially Outlook and Excel


• Experience with CargoWise or similar freight forwarding software
  
  
  
  • Preference for advanced skills with workflow management and organization setup
  
  
  
  


• Ability to work independently and as part of a team