ESSENTIAL JOB FUNCTIONS
- Act as the primary point of contact for assigned Ocean Freight customers.
- Coordinate international ocean import and export shipments from booking through delivery.
- Receive and process customer shipping instructions accurately and efficiently.
- Arrange bookings with shipping lines and approved service providers.
- Monitor shipment progress and provide proactive updates to customers.
- Liaise with overseas offices, agents, carriers, hauliers and warehouses to ensure smooth shipment execution.
- Prepare, review and process shipping documentation including Bills of Lading, Shipping Instructions, Arrival Notices and Delivery Orders.
- Ensure customer requirements and service level agreements (SLAs) are consistently achieved.
- Respond promptly to customer enquiries and resolve operational issues professionally.
- Coordinate customs clearance requirements with customs brokers where applicable.
- Manage shipment exceptions, delays and service disruptions, providing timely communication and appropriate solutions.
- Ensure all shipment milestones are updated accurately within the Transport Management System (TMS).
- Verify operational costs and support accurate customer billing.
- Build and maintain strong customer relationships through regular communication and high-quality service.
- Work closely with the Ocean Freight Operations team to ensure efficient shipment execution.
- Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
- Ensure compliance with company procedures, quality standards and applicable regulatory requirements.
The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made where appropriate.
- Primarily office based.
- Extended periods of sitting and computer use.
- Frequent telephone and email communication.
- Occasional visits to warehouses, terminals or customer locations if required.
Job may require extended sitting or standing, use of standard office equipment.
OTHER SKILLS AND ABILITIES
- Excellent customer service and relationship management skills.
- Strong communication skills in German and English (written and verbal).
- Knowledge of international Ocean Freight operations.
- Understanding of Incoterms and international shipping documentation.
- Strong organisational and time management skills.
- Ability to manage multiple shipments and customer priorities simultaneously.
- High attention to detail and accuracy.
- Strong problem-solving and decision-making abilities.
- Ability to work effectively under pressure in a fast-paced environment.
- Good commercial awareness and customer-focused mindset.
- Proficiency in Microsoft Office and freight forwarding systems (CargoWise, CW1 or equivalent preferred).
Team player with a proactive and positive attitude.
EDUCATION REQUIREMENTS
- High School Diploma or equivalent.
- Qualification in Freight Forwarding, Logistics or Supply Chain preferred.
- Minimum 2 years' experience in Ocean Freight Customer Service or Freight Forwarding.
- Experience handling both import and export shipments preferred.
- Experience working within an international freight forwarding environment is advantageous.
CERTIFICATES
- Freight Forwarding or Logistics qualification desirable.
- Customs knowledge or certification advantageous.
- Dangerous Goods awareness training preferred where applicable.
Ongoing participation in company compliance and operational training.
