Import Office Release Coordinator & Customer Service Agent

The Role We are looking for a detail-oriented, customer-focused import professional to join our import office. You will be the central link between dispatch and everything else, including inbound freight, customs, our warehouse team and our customers: validating freight status, releasing freight once customs requirements are met, tracking every release through to completion, and keeping customers informed at every step. This is a hands-on role for someone who knows how a sufferance warehouse works, is comfortable with customs paperwork, and takes pride in clear, proactive communication. Key Responsibilities Freight validation and data entry Review and enter key shipment information accurately in our systems to validate the status of inbound freight Verify documentation (manifests, bills of lading, cargo control documents, invoices) against freight received Customs releases Release freight for customs approval and ensure all customs and regulatory requirements are met before freight leaves the warehouse Liaise with customs brokers, CBSA and other government agencies as required Track and manage all inbound releases, including customer and customs releases, from request through to completion Guarantees and compliance Manage and track customer guarantees (including bond and security requirements) and ensure freight is only released when guarantees are in good standing Maintain accurate records and audit-ready files in line with sufferance warehouse and customs regulations Customer service and issue resolution Serve as a main point of contact for customers, brokers and carriers by phone and email Trace freight, investigate delays or holds, and resolve issues quickly and professionally Update clients on next steps, timelines and expectations before they have to ask Coordinate with dispatch, warehouse and transportation teams to schedule pickups and deliveries Qualifications Required Experience in sufferance warehousing, customs-bonded operations, freight forwarding or logistics (typically [2–3+] years) Working knowledge of customs release processes and import documentation Strong attention to detail and data accuracy, with the ability to manage many files at once Excellent written and verbal communication and a service-first attitude Bilingual in French and English, written and spoken Proficiency with Microsoft Office (especially Excel and Outlook) and comfort learning warehouse/transport management software Ability to work calmly under pressure and to prioritize time-sensitive releases Assets Experience with CBSA systems and processes and with customs brokerage Familiarity with ocean container freight and port operations (Port of Montréal) Experience with customs guarantees, bonds and cargo control What Makes You a Great Fit You are organized and thorough, and you treat every file as if the customer is watching You communicate clearly and don't wait for problems to escalate You take ownership: when freight is stuck, you find out why and get it moving You work well with a team across the office, warehouse and dispatch What We Offer Competitive salary of [salary range] based on experience Health and dental benefits, paid vacation A stable, growing company with a hands-on team and room to develop Schedule: Monday to Friday, 8am-5pm; occasional flexibility may be required during peak periods How to Apply Send your resume and a brief cover letter to info@shulterm.com, quoting the job title. We thank all applicants for their interest; only those selected for an interview will be contacted. Shulterm Inc. is an equal opportunity employer, and accommodations are available upon request during the hiring process. Pay: $50,000.00-$60,000.00 per year Work Location: In person

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