About the position
The position involves following Standard Operating Procedures (SOP) and Work Instructions, updating them as necessary, and ensuring operational best practices align with customer requirements. The role requires ensuring compliance with operational SOPs, booking and tracking cargo across various modes (FCL, LCL, FTL, LTL, AIR, PARCEL), and providing customer service throughout the entire process from booking to cargo delivery. Daily communication with customers, carriers, and internal staff is essential, along with maintaining essential account documentation that is up-to-date and readily accessible to the team. The goal is to increase customer satisfaction and business share through regular contact, monitoring account issues, and communicating with management to implement solutions. The position also involves analyzing service and cost data for recommendations on business improvements, reporting on service failures, claims, and other necessary documentation, and ensuring accuracy in data entry into systems while monitoring trends for management action.
Responsibilities
- Follow SOP and Work Instructions, updating as needed.
- Ensure operational best practices in line with customer requirements.
- Ensure operational SOP compliance.
- Book, track, and manage cargo (FCL/LCL/FTL/LTL/AIR/PARCEL).
- Provide customer service from booking to cargo delivery.
- Liaise daily with customers, carriers, and internal staff.
- Maintain essential account documentation with up-to-date information.
- Increase customer satisfaction and business share through regular contact.
- Monitor account issues and communicate with management for solutions.
- Analyze service and cost data for business improvement recommendations.
- Recommend changes in current processes when needed.
- Report on service failures, claims, and other necessary documentation.
- Ensure accuracy of data entry into systems.
- Monitor trends and report changes to management.
Requirements
- 5+ years in logistics experience in operations or Ocean/Drayage/Freight experience preferred.
- Bachelor’s Degree required.
- Korean / English bilingual preferred for communication with customers in Korean.
- Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
- Excellent written and oral communication skills.
- Ability to engage and work directly with customers.
- Solutions-minded and highly self-motivated with minimal supervision needed.
- Organized and detail-oriented.
- Ability to handle high-pressure and fast-paced operations.
- Strong work ethic.
- Open to learning other modes of transportation as needed.
- Experience with NAFTA/USMCA cross-border transportation preferred.
- Relevant logistics industry knowledge.
- Familiar with logistics systems (WMS/TMS/WMS).
