LCL EXPORT CUSTOMER SERVICE

Craft Multimodal Ltda - Downers Grove, IL

Full-time - Entry Level

Downers Grove, IL

About the position

The LCL Customer Service Representative is responsible for providing exceptional customer service to clients shipping less-than-container loads (LCL) within the logistics industry. This role involves coordinating shipments, troubleshooting issues, and maintaining communication with customers, carriers, and internal departments to ensure smooth and timely deliveries.

Responsibilities

• Serve as the primary point of contact for LCL clients, addressing inquiries and shipment status updates via phone, email, or other communication platforms.
• Provide accurate quotations based on shipment requirements, including rates, transit times, and delivery options.
• Coordinate and monitor LCL shipments from origin to destination, ensuring all required documentation is accurate and complete.
• Liaise with carriers, freight forwarders, and shipping lines to schedule pickups and deliveries, ensuring adherence to shipping timelines and customer requirements.
• Work with the operations team to ensure accurate cargo consolidation and deconsolidation.
• Address and resolve any issues or delays related to LCL shipments, assisting in requesting documentation in advance and customs clearance issues.
• Proactively identify potential delays or issues and communicate with customers regarding alternative solutions.
• Ensure all shipping documents are properly processed and comply with international trade laws and regulations.
• Track and file necessary documents for each LCL shipment, ensuring accurate recordkeeping and audit readiness.
• Assist in coordinating customs clearance procedures and ensuring adherence to import/export regulations.
• Monitor and follow up on customer feedback ensuring client satisfaction with the service provided.
• Address any customer complaints promptly, investigating the root cause of issues and implementing corrective measures.
• Work closely with internal teams, such as sales, operations, documentation, and billing, to ensure smooth execution of shipments.

Requirements

• Bachelor's degree in logistics or related field preferred, or equivalent experience in the logistics industry.
• 2-3 years of experience in logistics or customer service, preferably in LCL shipping.
• Familiarity with LCL shipping processes, terminology, and industry standards.
• Strong customer service orientation and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Bilingual proficiency in English and Spanish; Portuguese is a plus.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficient in Microsoft Office Applications.
• Strong organizational skills and attention to detail.
• Ability to work under pressure and meet tight deadlines.
• Understanding of international shipping regulations and Incoterms.

Nice-to-haves

• Bilingual proficiency in Portuguese is a plus.