Import Customer Experience Specialist (Hybrid)

DHL Germany; Edison (NJ); Hybrid; Confidential; Full time

Benefits offered by this job

Hybrid work environment

Bonus incentive plan

Medical, dental, and vision benefits

401k match

Generous PTO

Job summary

Hillebrand Gori in Edison, NJ seeks a Customer Service Rep - Import to support ocean freight operations and CS plans across internal teams and external customers. You will handle inquiries, resolve issues, and guide customers through options, ensuring a smooth flow of goods and information in the global supply chain.

The role requires at least 2 years in import/freight forwarding, strong communication and negotiation skills, and proficiency with MS Office.

Qualifications

• Minimum of 2 years of experience in import / freight forwarding.
• Bachelor's degree or equivalent.
• 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 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

Skills

Communication skills

Analytical thinking

MS Office (PowerPoint, Excel)

Education

Bachelor's degree or equivalent

Job description

Hillebrand Gori in Edison, NJ seeks a Customer Service Rep - Import to support ocean freight operations and CS plans across internal teams and external customers. You will handle inquiries, resolve issues, and guide customers through options, ensuring a smooth flow of goods and information in the global supply chain.

The role requires at least 2 years in import/freight forwarding, strong communication and negotiation skills, and proficiency with MS Office.