Description
About the role
The Inbound Customer Service Agent is responsible for managing the end-to-end customer experience for import customers within the Lead Logistics – Order Management Control Tower. This role serves as the central point of contact and liaison between the customer, international transportation, carrier management, and internally subcontracted services such as trucking and customs clearance executed by other offices.
The primary responsibility is to ensure a smooth and reliable flow of goods, information, and documentation for inbound shipments—from origin through customs release to final delivery. This includes overseeing day-to-day execution with operational teams, coordinating trucking and customs activities, monitoring shipment milestones and exceptions, and driving timely resolution of service issues.
The role supports customer operations, optimizes the customer experience, and ensures full adherence to contractual commitments and Standard Operating Procedures by using control tower systems to submit and maintain shipment data, track performance, and provide clear, proactive communication to all stakeholders. Additionally, the position plays an important role in educating customers about the system and promoting system adoption.
How You Will Contribute
* Act as the single point of contact for customers on inbound shipments by reporting on, updating, and managing bookings. Think in terms of "end-to-end flow," not siloed steps.
* Coordinate multiple stakeholders remotely: origin office, destination office, trucking provider, customs broker; report and act on supply chain exceptions.
* Use control tower dashboards to monitor ETA, status, and risks on inbound shipments.
* Address and resolve internal and/or customer inquiries (Issue Resolution).
* Plan daily work around cut-offs: customs deadlines, delivery slots, port/terminal closing times.
* Provide alternative options to ensure a customer's supply chain remains intact.
* Coordinate trucking and customs clearance services across offices or countries.
* Quickly identify root causes: carrier issues, customs, documentation, capacity, internal errors.
* Maintain regular contact with internal teams/offices to provide updates and gather feedback.
* Accurately input, update, and maintain customer information and interactions within internal systems.
* Gather internal and/or customer feedback to improve services and processes.
* Understand typical import constraints: customs holds, missing documents, duties/VAT, port congestion.
What You Will Bring
* Bachelor's degree or professional education in logistics.
* 2–5 years of relevant experience in the logistics industry and inbound/import customer service.
* Strong communication skills with a service-oriented mindset and ability to build external and internal relationships.
* Service mindset aligned to 3PL/4PL: neutral, solution-driven, and fact-based.
* Ability to explain logistics requirements and operational workflows interactively.
* Capability to handle systematic approaches to daily tasks and follow structured frameworks for customer support.
* Solid understanding of performance metrics (KPIs) related to logistics and customer service, including service availability and issue resolution rates.
* Proficiency in customer relationship management systems, operational tools (e.g., TMS, Control Tower platforms), and other essential IT tools supporting logistics operations.
* Strong written and verbal command of English; proficiency in multiple EU languages is a plus.