Customer Service Representative (Ocean Imports)

Job Summary Topocean Consolidation Services is seeking a highly organized and customer-focused Ocean Import Customer Service Representative to support import shipments from arrival through final delivery. The successful candidate will serve as the primary point of contact for customers, overseas offices, carriers, trucking providers, railroad operators, warehouses, and internal departments. This role requires strong communication skills, attention to detail, problem-solving abilities, and the capability to manage multiple shipments and customer requests simultaneously. This position is ideal for candidates with experience in freight forwarding, NVOCC operations, ocean imports, transportation, supply chain, or logistics customer service. Essential Duties & Responsibilities Shipment Management Manage ocean import shipments from vessel arrival through final delivery. Monitor shipment status and proactively identify service interruptions. Ensure timely processing of: Arrival Notice/Delivery Orders/Freight Releases/Cargo Documentation(Delivery Orders/Guarantee Forms for SOC shipments) Coordinate delivery appointments and shipment milestones. Maintain accurate shipment records within company operating systems. Customer Service Serve as the primary point of contact for assigned customer accounts. Respond promptly to customer inquiries regarding: Shipment status/Vessel schedules/Delivery timelines/Documentation requirements/Charges and billing inquiries Provide shipment updates and exception notifications. Build strong relationships with customers through consistent communication and service. Vendor & Carrier Coordination Coordinate with: Ocean Carriers/Drayage Providers/Rail Operators/Container Freight Stations (CFS)/Warehouses/Overseas Offices Follow up on shipment milestones and ensure cargo movement remains on schedule. Escalate delays and service failures when necessary. Exception Management Investigate and resolve shipment issues including: Port delays/Rail holds/Customs holds/Examination delays/Documentation discrepancies/Delivery appointment challenges/Demurrage and detention exposure Communicate service disruptions to customers and management in a timely manner. Document corrective actions and follow-up steps. Documentation & Compliance Review import documentation for completeness and accuracy. Verify: Bill of Lading information/Commercial Invoices/Packing Lists/Arrival Documents Coordinate with customs brokerage and compliance teams as needed. Follow company procedures related to U.S. Customs, FMC, OSRA, and internal SOP requirements. Escalate potential compliance concerns immediately. Billing & Financial Coordination Review operational charges for accuracy. Assist with billing verification and invoice inquiries. Coordinate charge approvals when required. Support collection of supporting documentation for disputed charges. Monitor and report potential accessorial exposures. Required Qualifications Education High School Diploma or GED required. Associate's or Bachelor's Degree in Supply Chain, Logistics, Business, or related field preferred. Experience 1-3 years of customer service experience. Logistics, transportation, freight forwarding, ocean imports, customs brokerage, trucking, or supply chain experience preferred. Experience working in a fast-paced customer-facing environment. Preferred Experience Candidates with experience in any of the following areas are strongly preferred: Ocean Import Freight Forwarding NVOCC Operations Customs Brokerage Support Drayage Coordination Rail Transportation Container Logistics Warehouse Distribution Operations International Shipping Documentation Benefits Competitive salary Career growth opportunities Pay: $50,000.00 - $66,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Work Location: In person

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