Customer Service Officer

We are looking for an enthusiastic and detail-oriented Customer Service Officer to join our growing team as part of our new facility expansion. This role offers the opportunity to become an integral part of our business, acting as a vital link between our clients, logistics partners, and internal operations teams. At our core, we are committed to excellence, efficiency, and safety in everything we do. If you’re driven to deliver exceptional service and want to work in a company where safety and customer satisfaction are top priorities, we’d love to hear from you.

Primary RoleAs a Customer Service Officer, you will serve as the primary point of contact for our clients, ensuring their freight moves seamlessly across borders and arrives on time. You will play a critical role in coordinating shipments, managing key accounts, resolving issues, and communicating clearly and professionally with internal departments and external stakeholders. Key Responsibilities (include, but are not limited to):

Customer Interaction & SupportBe the main liaison for client communications regarding their shipmentsProvide accurate and timely information on schedules, rates, and documentationAddress client inquiries and concerns promptly and professionallyProactively update clients on their shipment statusShipment Coordination & DocumentationCoordinate with carriers, Customs brokers, and logistics partnersPrepare and verify essential shipping documents (BOLs, invoices, packing lists, Customs declarations)Monitor compliance with government and industry regulationsTrack and manage shipment milestones and ensure data accuracyProblem-Solving & Issue ResolutionAddress and resolve delays, damaged or missing cargoManage claims processes for lost or damaged goodsInternal CoordinationCollaborate with internal teams to ensure service excellenceAssist with processing payments and verifying client accountsReporting & AdministrationMaintain accurate records of customer interactions and shipment documentationReport on service KPIs, shipment delays, and customer feedbackSales & Relationship ManagementPrepare quotes and service information for new and existing customersIdentify opportunities to upsell or cross-sell additional servicesWhat We’re Looking ForPrevious experience in freight forwarding or logistics is preferredA positive attitude and a commitment to safe and compliant work practicesAbility to work both autonomously and as part of a teamStrong interpersonal and communication skillsExcellent attention to detail and organisational abilitiesConfidence working under pressure and solving problems independentlyIf you would like to apply or discuss the role further, please send your Cover Letter and Resume to applications@acpbrokers.

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