Customer Service Operator - Ocean Freight

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges.

The Customer Service Operator - Ocean Freight is responsible for providing outstanding customer service while coordinating international ocean freight shipments from booking through final delivery.

The role serves as the primary operational contact for assigned customers, ensuring shipments are managed efficiently, customer expectations are met, and all documentation and communication are accurate and timely.

The role works closely with customers, carriers, overseas offices, customs brokers, transport providers and internal departments to ensure a seamless customer experience.

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 (Cargo Wise, 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.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Recruitment Agency Policy

At Crane Worldwide Logistics we manage all hiring directly and do not accept unsolicited CVs or candidate profiles from recruitment agencies or search firms.

Agencies must not contact our employees or managers directly with candidate details.

Where recruitment support is required, we will engage trusted partners through a formal written agreement.

We will not be liable for any associated placement fees for any CVs received without such an agreement.

We appreciate your cooperation in respecting this policy.

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