Customer Service Operator - Ocean Freight

About the Role

Crane Worldwide Logistics is a global leader in supply chain management, operating more than 130 sites across 30 countries to deliver tailored logistics services addressing client challenges. The Customer Service Operator for Ocean Freight plays a crucial role in delivering excellent customer service while managing international ocean freight shipments from initial booking until final delivery. This position acts as the main operational liaison for specific customers, ensuring efficient shipment handling, meeting customer expectations, and maintaining precise and prompt documentation and communication.

This role requires collaboration with customers, carriers, overseas offices, customs brokers, transport providers, and internal teams to guarantee a seamless customer journey.

Key Responsibilities

• Serve as the principal contact for assigned ocean freight customers.
• Manage coordination of international ocean import and export shipments from booking through to delivery.
• Accurately receive and process customer shipping instructions.
• Arrange booking appointments with shipping lines and authorized service providers.
• Monitor shipment status and proactively provide updates to customers.
• Communicate with overseas offices, agents, carriers, haulage companies, and warehouses to ensure smooth operation.
• Prepare, review, and handle shipping documents such as Bills of Lading, Shipping Instructions, Arrival Notices, and Delivery Orders.
• Consistently achieve customer requirements and adhere to agreed service level agreements.
• Respond promptly and professionally to customer queries and operational issues.
• Coordinate customs clearance with customs brokers when necessary.
• Manage shipment exceptions, delays, and disruptions by providing timely communication and solutions.
• Maintain accurate updates of shipment milestones in the Transport Management System.
• Verify operational costs and assist in correct customer billing.
• Develop and sustain strong customer relationships through regular contact and quality service.
• Collaborate closely with the Ocean Freight Operations team to support efficient shipment processing.
• Participate in continuous improvement initiatives to elevate customer satisfaction and operational productivity.
• Ensure compliance with company policies, quality standards, and relevant regulations.

Working Conditions

• Primarily office-based work environment.
• Extended periods sitting and extensive computer use.
• Frequent telephone and email communications.
• Occasional visits to warehouses, terminals, or customer sites when required.
• May involve prolonged sitting or standing and use of standard office equipment.

Skills and Abilities

• Outstanding customer service and relationship management capabilities.
• Fluency in German and English, both verbal and written.
• Solid understanding of international ocean freight operations.
• Familiarity with Incoterms and international shipping documentation.
• Excellent organizational skills with the ability to manage multiple priorities.
• High attention to detail and accuracy in work.
• Strong problem-solving skills and ability to make decisions under pressure.
• Ability to thrive in a fast-paced, dynamic environment.
• Commercially aware and customer-oriented mindset.
• Proficient with Microsoft Office and freight forwarding systems such as CargoWise, CW1, or similar.
• Team-oriented with a proactive and positive approach.

Education and Experience

• High school diploma or equivalent is required.
• Preferred qualifications in freight forwarding, logistics, or supply chain management.
• At least two years of experience in ocean freight customer service or freight forwarding roles.
• Experience handling both import and export shipments is advantageous.
• Background in an international freight forwarding environment is beneficial.

Certifications

• Desired freight forwarding or logistics certification.
• Customs knowledge or certification is a plus.
• Preferred dangerous goods training if relevant.
• Ongoing engagement in company compliance and operational training programs.

Additional Information

This role description outlines the essential duties and skills required but is not exhaustive. Employees may need to perform additional tasks outside their main responsibilities as required.

Recruitment Policy: Crane Worldwide Logistics handles all hiring internally and does not accept unsolicited resumes or candidate profiles from recruitment agencies or search firms. Agencies should not contact company employees or managers directly. Only formally engaged partners through written agreements will be considered, and no fees will be paid for any CVs received without such agreements.