Job Summary The Customer Service Support I role is responsible for managing and executing export documentation for ocean freight shipments, ensuring compliance with U.S. and international regulations. This position serves as a key liaison between the business units (BUs), logistics providers, and regulatory bodies to coordinate the timely and accurate preparation of all export-related paperwork. The role also supports import coordination, customer service inquiries, and problem resolution.
Key Responsibilities - Export Documentation & Instruction (55%)
- Prepare and execute Bill of Lading (BOL) instructions in accordance with carrier and regulatory requirements.
- Review and process sales reports, order forms, SAP data, and regulatory filings such as EEI and Importer Security Filings (ISF).
- Coordinate with import brokers, third-party logistics providers, and load facilities to ensure timely documentation and shipment planning.
- Ensure compliance with Letter of Credit terms and conditions where applicable.
- Import Coordination (15%)
- Engage and coordinate with import brokers and international clients to ensure clearance and compliance with U.S. import regulations.
- Facilitate timely communication and delivery logistics, and coordinate with internal teams on any involvement from the FDA or other regulatory bodies.
- Customer Service & Problem Resolution (15%)
- Manage internal tools like Remedy Force and SAP to resolve documentation or shipment discrepancies.
- Provide customer service to internal stakeholders and external clients for shipment-related queries.
- Stakeholder Communication (10%)
- Communicate shipment schedules, documentation updates, and delivery statuses to key stakeholders including BU clients, shipping facilities, and end customers.
- Other Duties (5%)
- Participate in team meetings, process improvement initiatives, and other duties as assigned.
Qualifications Required: - High School Diploma or GED
- At least 1 year of office experience in logistics, supply chain, or customer service
- Proficiency in Microsoft Office, especially Excel
- Strong communication and organizational skills
- Able to work in a fast-paced, high-pressure environment with tight deadlines
- Detail-oriented, analytical, and able to multitask
- Team player with the ability to work independently
- Strong geographical knowledge (U.S. and global)
Preferred: - Associate†s Degree OR 2+ years of relevant experience in Logistics, Transportation, or Supply Chain
- Experience with customs clearance or freight forwarding
- Familiarity with SAP, AS400, GT Nexus
- Knowledge of Incoterms, international insurance/claims
- Exposure to regulatory documentation such as EEI, ISF, and FDA processes
Work Environment & Additional Info - Must be comfortable in an open office environment
- May require occasional overtime
- Flexibility to adapt to unstable systems or evolving processes
- Ability to collaborate with global teams
Education: High School