Customer Service Specialist

The Customer Service Representative serves as the primary liaison between customers and internal teams, managing the full order lifecycle from purchase order receipt through final delivery. This role coordinates closely with sales, operations, warehouses, freight forwarders, customs brokers, and vendors to ensure accurate order processing, efficient logistics execution, and exceptional customer satisfaction.

The ideal candidate is detail-oriented, proactive, and experienced in order management and logistics within a fast-paced import and distribution environment. This position requires strong problem‑solving skills, clear communication, and the ability to manage multiple priorities while providing real‑time visibility and support to customers.

• Receive, enter, process, and track customer orders accurately from purchase order through shipment and invoicing.
• Generate and manage shipping documentation including Bills of Lading, commercial invoices, packing lists, and return authorizations.
• Collaborate with other Customer Service Representatives to ensure coverage, continuity, and accuracy across customer accounts.
• Maintain accurate order and customer records within CRM and ERP systems.

• Serve as the primary point of contact for customer inquiries via phone and email, providing timely updates on order status, shipping details, product availability, and pricing.
• Manage high‑volume customer interactions while delivering professional, solution‑oriented service.
• Investigate and resolve customer issues related to shipping delays, damages, shortages, billing, or quality concerns, escalating as needed.
• Coordinate internally with customer service teammates to manage workload volume and maintain service‑level expectations.

• Coordinate inbound and outbound shipments with international vendors, freight forwarders, carriers, customs brokers, and warehouse teams.
• Track shipments end‑to‑end, providing real‑time updates from overseas departure through final domestic delivery.
• Organize post‑arrival shipments by creating pick tickets, verifying inventory availability, and scheduling domestic carriers (LTL, FTL, or small parcel).
• Optimize freight methods and consolidate shipments where possible to reduce transportation costs.

• Collect, review, and verify import/export documentation to ensure accuracy and regulatory compliance.
• Work closely with customs brokers to facilitate smooth customs clearance and timely delivery of goods.
• Maintain knowledge of international Incoterms and domestic freight classifications.

• Monitor inventory levels for assigned accounts and collaborate with planning and purchasing teams to support customer forecasts and just‑in‑time delivery schedules.
• Act as the primary liaison to the warehouse, prioritizing daily outbound shipments based on urgency and carrier cutoff times.
• Partner with the sales team to provide quotations, support returns, and educate customers on products and services to drive satisfaction and repeat business.
• Prepare reports and documentation for management and customers as required.

• High school diploma or equivalent required; associate or bachelor’s degree in business or a related field preferred.

• Minimum of 2+ years of customer service experience with strong logistics exposure, preferably within packaging, manufacturing, logistics, or distribution environments.

• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience using CRM, ERP, and WMS systems such as Net Suite, SAP, or similar platforms.
• Working knowledge of international shipping, customs processes, Incoterms, and domestic freight classifications.

• Strong attention to detail and problem‑solving abilities.
• Excellent verbal and written communication skills, including interaction with international vendors and customers.
• Highly organized with the ability to multitask in a fast‑paced, deadline‑driven environment.
• Customer‑focused mindset with a proactive and collaborative approach.
• Ability to work independently while contributing effectively within a team.