Impex customer service representative

About the role

As an IMPEX Customer Service Representative, you will be the primary point of contact for our import and export clients, providing exceptional support and ensuring seamless logistics operations. This role is essential to our commitment to delivering outstanding service and maintaining our reputation as a trusted logistics partner in the region.

1. Manage and respond to customer inquiries regarding import and export shipments, providing accurate and timely information about cargo status and shipping schedules
2. Process and coordinate import and export documentation, including bills of lading, customs declarations, and other required shipping paperwork
3. Liaise between clients, freight forwarders, customs brokers, and shipping lines to ensure smooth cargo movement and timely delivery
4. Track shipments throughout their journey and provide regular updates to clients regarding transit progress and estimated arrival times
5. Handle customer complaints and resolve issues promptly, working collaboratively with relevant departments to find effective solutions
6. Maintain accurate records of all customer interactions, shipment details, and transaction information in company systems
7. Prepare quotations and provide pricing information for freight forwarding services to prospective and existing clients
8. Assist in coordinating the clearance of cargo through customs and ensure compliance with all relevant import and export regulations
9. Build and maintain strong relationships with clients to encourage repeat business and customer loyalty
10. Support the sales team by providing market feedback and client information to assist in business development initiatives

1. Proven experience in customer service, preferably within the freight forwarding, logistics, or import/export industry
2. Strong knowledge of import and export procedures, customs documentation, and shipping terminology
3. Excellent communication skills in English and Filipino, with the ability to interact professionally with clients at all levels
4. Proficiency in using freight forwarding software systems and Microsoft Office applications
5. Outstanding organisational skills with the ability to manage multiple shipments and client requests simultaneously
6. Problem-solving abilities and a proactive approach to resolving customer concerns
7. Attention to detail and accuracy in processing documentation and record-keeping
8. Professional demeanour with a customer-first mindset and commitment to service excellence
9. Ability to work effectively in a team environment and adapt to the fast-paced nature of the logistics industry
10. Familiarity with Philippine customs regulations and international shipping practices is advantageous