Customer Service & Operations Coordinator – Freight Forwarding

About the Position Novalink Logistics Inc. is seeking a dedicated, detail-oriented, and customer-focused Customer Service & Operations Coordinator to join our team at our Toronto office. This is a hands-on, dual-function position combining customer service and freight forwarding operations. The successful candidate will be responsible for managing assigned customer accounts while coordinating the daily movement of international shipments, including ocean and air imports and exports. The ideal candidate has experience in freight forwarding and logistics, understands the full shipment process, and can independently manage customer requirements, shipping documentation, bookings, and shipment coordination while maintaining a high standard of customer service. Key Responsibilities 1. Customer Service & Account Management Provide day-to-day customer service and support to assigned strategic accounts across Canada. Maintain regular communication with customers throughout the shipment process, from booking and production to shipping and final delivery. Proactively provide shipment updates, respond to customer inquiries, and resolve service issues. Prepare detailed customer quotations, costing, tracking reports, and KPI reports. Develop, maintain, and follow customer Standard Operating Procedures (SOPs). Assist with customer RFI and RFQ submissions, quotations, and other account-related projects. Participate in customer-facing meetings and internal team meetings as required. Identify opportunities to improve service levels, strengthen customer relationships, and grow existing accounts. 2. Freight Forwarding Operations Coordinate and manage the full lifecycle of international import and export shipments, from booking through documentation, customs clearance coordination, and final delivery. Arrange ocean freight shipments (FCL and LCL) with shipping lines, freight forwarders, and overseas agents. Coordinate air freight bookings, air waybill (AWB) issuance, airport pickups, and destination delivery arrangements. Monitor vessel and flight schedules, shipping deadlines, cargo cut-offs, and delivery arrangements. Prepare, review, and verify shipping documents, including commercial invoices, packing lists, bills of lading (B/L), and shipping instructions (SLI). Coordinate with licensed customs brokers regarding customs entries, cargo classification, eManifest filings, and customs holds or examinations. Monitor shipment progress and proactively resolve operational issues, including missed cut-offs, cargo rollovers, delays, damages, and other transit exceptions. Review import documentation and verify that customs entry information is consistent with commercial invoices, quantities, and shipment details. Review and reconcile carrier invoices against agreed rates and follow up on discrepancies, additional charges, and billing errors. Maintain accurate shipment records and transaction details in the company's freight management system and ERP. Coordinate with carriers, overseas agents, customs brokers, truckers, and other service providers to ensure shipments move smoothly and are delivered on time. 3. Teamwork & Business Development Work closely with Sales, Operations, Customer Service team members, and Management to support daily operations and departmental growth. Assist with new customer account implementation, SOP development, and operational requirements. Identify additional service opportunities and potential business growth within assigned customer accounts. Support new business development through customer leads and self-generated sales opportunities. Contribute to process improvements and initiatives to enhance operational efficiency and customer satisfaction. Qualifications & Requirements Minimum 2 years of experience in freight forwarding, logistics, or international shipping is preferred. Practical knowledge of ocean freight (FCL/LCL), air freight, and import/export procedures. Good understanding of shipping documentation, customs cl…

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