Customer Support Officer - Freight & Logistics (Mandarin - WFH / Dayshift

📋 Description

• • As a Customer Support Officer specializing in Freight & Logistics, you will be the central point of contact for managing the intricate end-to-end import operations for a prominent New Zealand-based logistics client.
• • This pivotal role demands a proactive and detail-oriented individual who can expertly navigate the complexities of international shipping, ensuring seamless coordination from the moment a vessel arrives until the cargo reaches its final destination.
• • You will be entrusted with the operational ownership of approximately 30–40 import containers per week, requiring meticulous planning and execution to maintain efficiency and client satisfaction.
• • A significant aspect of your responsibility will involve acting as the primary liaison with a diverse range of stakeholders, including shipping lines, overseas agents, customs brokers, and local transport providers.
• • Your duties will encompass obtaining essential documents such as Delivery Orders and invoices from shipping lines and overseas partners, as well as diligently tracking the status of vessels and containers.
• • You will be responsible for arranging timely and cost-effective cartage with local transport providers, ensuring that goods are moved efficiently once cleared.
• • Close collaboration with customs brokers is crucial to guarantee that all import shipments are cleared promptly and in compliance with regulations.
• • A key function of this role is to provide proactive and transparent communication to customers. This includes furnishing regular updates on delivery schedules, anticipating and communicating potential delays, clarifying documentation requirements, and informing them of any changes to their shipment's status.
• • While the primary focus is on import operations, you will also manage export shipments when required, which involves handling container bookings and submitting Shipping Instructions (SI).
• • Effective communication is paramount, and you will engage regularly with the company's China office, New Zealand customers, freight agents, brokers, couriers, and various transport suppliers.
• • You will be responsible for collecting and meticulously verifying all necessary documentation, including commercial invoices, packing lists, and bills of lading, ensuring accuracy and completeness.
• • Prior to invoicing, you must ensure that all shipment files are accurately processed, reflecting the services rendered and costs incurred.
• • Maintaining precise and well-organized records within Expedient Software or similar freight management systems is essential for operational oversight and reporting.
• • A critical part of your role will be to identify and resolve operational issues swiftly and effectively, always striving to maintain the highest standards of customer service.
• • This position requires you to work independently within a small, supportive team structure, taking full ownership of shipment coordination with minimal supervision.
• • You will be expected to adapt to evolving client needs and industry practices, taking on other role-specific duties as they arise to support the team and the client's objectives.
• • The ability to manage a high volume of shipments concurrently, prioritizing tasks effectively under pressure, is vital for success in this dynamic environment.
• • Your contribution will directly impact the client's supply chain efficiency and their ability to meet their delivery commitments, making this a highly impactful role within the logistics sector.