The Role
Position Summary:
The Senior Customer Service Representative serves as a critical liaison between importers, freight forwarders, customs brokers, carriers, and U.S. Customs and Border Protection (CBP) officials. This role requires deep expertise in freight brokerage, port operations, and customs procedures to support cargo processing, examinations, and release activities. The ideal candidate brings exceptional organizational, communication, and problem-solving skills, along with a strong foundation in regulatory compliance and customer service excellence.
Job Duties:
Qualifications:
Required:
The Senior Customer Service Representative serves as a critical liaison between importers, freight forwarders, customs brokers, carriers, and U.S. Customs and Border Protection (CBP) officials. This role requires deep expertise in freight brokerage, port operations, and customs procedures to support cargo processing, examinations, and release activities. The ideal candidate brings exceptional organizational, communication, and problem-solving skills, along with a strong foundation in regulatory compliance and customer service excellence.
Job Duties:
- Serve as the primary point of contact for customers regarding cargo status, CES exam progress, and shipment release updates.
- Communicate effectively with customs brokers, drayage providers, warehouse personnel, and federal agency representatives.
- Provide professional, timely responses to complex inquiries, ensuring customer satisfaction and operational transparency.
- Oversee the movement of freight undergoing CBP exams (e.g., VACIS, tailgate, CET, MET, USDA) and ensure accurate status tracking across systems.
- Coordinate drayage, exam appointments, and delivery schedules while maintaining real-time updates in internal tracking tools and customer portals.
- Validate and manage critical documents such as 3461s, delivery orders, CBP hold/release notices, and billing records.
- Liaise with CBP officers and other federal agencies to facilitate compliant, efficient processing of cargo.
- Support CES warehouse operations by confirming shipment details and prioritizing work based on regulatory requirements.
- Maintain up-to-date knowledge of CBP regulations, import requirements, and CES procedures.
- Proactively identify inefficiencies in workflows or systems and recommend actionable process improvements.
- Participate in quality assurance initiatives, such as call reviews and peer coaching, to ensure high service standards.
- Assist in onboarding new team members by providing guidance, sharing best practices, and contributing to training documentation or internal knowledge bases.
- Recognize sales or upsell opportunities during customer interactions and support the account management or sales teams with relevant leads or insights.
- Collect and relay customer feedback to support service enhancement and customer retention efforts.
Qualifications:
Required:
- 3–5+ years of experience in freight brokerage, customs brokerage, freight forwarding, or port/CES operations.
- Deep understanding of international logistics, CBP exam procedures, and customs clearance documentation.
- Experience working in a CES environment or directly with CBP agencies highly desirable.
- Proven ability to manage cargo tracking, documentation accuracy, and customer expectations.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Strong problem-solving abilities and calm handling of high-pressure or time-sensitive situations.
- Highly organized with strong attention to detail; able to multitask effectively in a dynamic, fast-paced environment.
- Proficient with Microsoft Office and industry-specific platforms (e.g., TMS, WMS, ACE, AMS).
- Bilingual (English/Spanish or English/Chinese (Mandarin)) is a plus.
- Experience using electronic data management systems and digital communication tools.
- Familiarity with confidentiality, safety, and security protocols in a port or bonded facility setting.
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The Company
What We Do
Custom Goods is a full-service logistics company with a refined focus on Warehousing, Transportation, and Custom Examination Sites, with over 30 warehouses nationally. We are uniquely positioned to offer comprehensive logistics solutions with a personal touch.
We serve our customers one shipment at a time by challenging ourselves to be the benchmark service provider of customized supply chain solutions with our strategic anchors: Data-Driven, Personal Touch, and Timely Customer Solutions.
Our core values underpin us as individuals, and as a company, we place people at the center of all we do. We have established over 60 years of rich experience and deep relationships following these values. As a number one strategic partner, our customers benefit from our unrivaled dedication to customer excellence.
