Customer Service Representative, Freight Services (ocean and air)

Mandate

Delmar International is looking for a customer-focused Customer Service Representative, Freight Services (ocean and air) to join our team!

Reporting to the Branch and Operations Manager, Freight Services you’ll be the day-to-day point of contact for a portfolio of freight forwarding clients. You’ll coordinate air and ocean and air bookings, follow up on shipment documentation, and work with overseas offices and internal teams to keep shipments moving and clients informed.

This role is a great fit for someone who enjoys solving problems, building strong client relationships, and keeping track of the details that make a shipment run smoothly.

Key Responsibilities

• Respond to client emails and calls about shipment status, bookings, service requests, and billing questions. Follow up through to resolution.
• Create Salesforce cases for air bookings and ocean quote requests. Create or update bookings in DCMS, help clients with booking approvals, and communicate changes to origin offices.
• Coordinate with origin offices on vessel schedules, delivery locations, carrier selection, and routing for shipments bound for the U.S. Work with the Trade team to find alternatives when space is limited.
• Confirm applicable origin charges based on Incoterms, advise clients of additional charges incurred upon arrival, and investigate invoice discrepancies with internal teams.
• Follow up on outstanding original bills of lading and monitor bond reports for designated accounts.
• Complete and monitor daily E-Manifest and ERS reports to support timely filings and accurate shipment records.
• Review client and container reports for discrepancies, customize CargoWise reports to meet client needs, and verify shipment information with origin offices.
• Help clients use DCMS to submit bookings, upload documents, send messages, and access reports.
• Coordinate the setup of prepaid freight accounts, submit client profile updates, and work with Technology Services to resolve booking, system, or reporting issues.

Qualifications

• Experience in freight forwarding customer service, shipment coordination, or logistics operations.
• Familiarity with air and ocean freight bookings, shipment documentation, and carrier or routing coordination.
• Knowledge of Incoterms and freight charges is an asset.
• Experience with CargoWise, Salesforce, or online freight booking platforms is an asset.

What You’ll Bring

• A customer-focused approach and the ability to explain shipment updates, delays, and charges clearly.
• Strong organizational skills and attention to detail when managing multiple shipments and competing deadlines.
• Sound judgment and a proactive approach to investigating discrepancies and resolving service issues.
• The ability to work independently, follow through on open items, and collaborate with colleagues across offices and departments.

What We Offer

• Competitive compensation.
• Comprehensive health and dental benefits.
• Opportunities for professional development and career growth.
• An inclusive, collaborative workplace committed to equal employment opportunities.

Salary Range: $55,000–$65,000 USD