Customer Service Representative - Ocean + Air Import

Mandate

Reporting to the Director of CRM, North America, the Customer Service Representative - Ocean + Air Import plays an important role in supporting customer relationships and connecting our commercial and operational teams.

This position is responsible for managing and growing existing customer accounts while contributing to new business development initiatives. The successful candidate will work closely with customers, sales representatives, and internal operations teams to understand client needs, coordinate solutions, and support a positive customer experience.

Key Responsibilities

• Manage day-to-day communication and relationship support for assigned customer accounts
• Partner with Operations teams to ensure customer requirements are clearly communicated and addressed
• Identify opportunities to expand existing accounts and develop new business through proactive outreach
• Prepare and coordinate pricing requests and customer quotations
• Maintain accurate customer account information within company systems and databases
• Respond promptly to customer questions, service requests, and general inquiries
• Conduct regular customer follow-ups and account review calls to discuss service, needs, and opportunities
• Build strong relationships with key contacts and develop a thorough understanding of each customer's business
• Support inside and outside sales activities as business needs require
• Perform additional responsibilities related to customer account management and business development as assigned

Qualifications

• Minimum of 2 years of experience in sales, account management, customer service, or operations within a 3PL or freight forwarding environment
• Knowledge of ocean freight, air freight, ground transportation, customs brokerage, and/or warehousing is an asset
• Bachelor's degree in Business, Supply Chain, Logistics, or a related discipline is an asset
• CIFFA certification is considered an asset
• Ability to travel when required

What You'll Bring

• Strong relationship-building skills with the ability to establish credibility with customers, prospects, and internal partners
• A consultative approach to sales, including the ability to ask effective questions and identify customer needs
• Strong problem-solving and decision-making abilities
• Excellent verbal and written communication skills
• A customer-focused mindset with a commitment to delivering a high level of service
• Ability to collaborate effectively across Operations teams

What We Offer

• Competitive compensation
• Comprehensive health and dental benefits
• Support for work-life balance
• Professional development and career advancement opportunities
• An inclusive workplace committed to equal employment opportunities