Primary Location: 3/F WAREHOUSE,295BEON-GIL, JUNG-GU,124, GONGHANGDONG-RO, INCHEON, Korea, Republic of , 22380 Job ID: R25015735

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Job Description:

The Brokerage Customer Support Specialist supports customer accounts. He/She analyzes and responds to customers requests, resolves customer issues, conducts research, prepares reports, and identifies account penetration opportunities. This position reviews rates, tracks shipments and orders, prepares reports, and updates customer files and profiles. The Brokerage Customer Support Specialist maintains ongoing relationships with customers and assists with customer set ups. He/She provides service failure recovery management. This position may require travel to customer locations for business and quality reviews.

Job Summary

One of the most critical role of Brokerage Customer Support Specialist is acting as the Onboard Assist Agent (OA Agent) who plays a in ensuring a smooth and proactive onboarding experience for customers during the first stage of their shipping journey. This position involves setting up customer profiles, managing shipment monitoring processes, and addressing customs clearance challenges to minimize delays. The OA Agent will collaborate with Account Executives, Origin and Destination Brokerage teams, and customers to enhance the customer experience through streamlined onboarding and consistent follow-ups.

Job Duties

Customer Enrolment and Profile Setup

Review and confirm enrolment requests from Account Executives
Validate customer information and documentation for accuracy and compliance.
Communicate with customers to gather required documents for export/import profiles.
Create and maintain customer profiles, including Customer Handling Notes (CHNs).

Welcome Call and Shipment Monitoring

Conduct welcome calls to introduce the Onboard Assist program and explain shipment requirements.
Guide customers on proactive shipment alerts for the first three shipments.
Monitor the first three shipments to identify potential holds or customs clearance issues.
Collaborate with internal Brokerage teams to resolve shipment delays efficiently.

Proactive Customer Support

Identify gaps in documentation and guide/work with customers/origin & destination on corrective actions.
Communicate potential customs issues and costs during onboarding to manage customer expectations.
Maintain a detailed log of actions taken to address documentation or shipment issues.

Monitoring and Reporting

Monitor customer shipments over an 8-week period to track the onboarding effectiveness.
Document and report any trends, challenges, and proactive resolutions.
Prepare and present closing documents to customers summarizing activities, outcomes, and OTR (On-Time Release) performance for the monitored period.

Collaboration and Follow-Up

Coordinate closely with Account Executives, Origin, and Destination teams to ensure a seamless handover of responsibilities.
Follow up on special cases, including shipments requiring Free Trade Agreement compliance or unique regulatory needs.
Assist colleagues with specialized knowledge on export/import processes when required.

Qualification:

Bachelor’s degree or minimum of 3 years of experience in customs, customer service or cross border transportations.
Demonstrates good understanding of Cross border Customs brokerage compliance regulatory knowledge and experience in Brokerage operation. Customs broker license is a plus.
Able to work independently and performs work with minimal supervision.
A good team player with remote collaboration experience.
Good command of written and spoken English.
Well communication and coordination skills, high sense of urgency to customer expectations.
Energetic self-starter with excellent learning agility, attention to details, positive attitude with the ability to manage multiple competing priorities within tight deadlines.

Working Hour – 09:00-18:00 (with flexibility to work extra hours, OT will be payable), Break time(within 1 hour)

Work Location: Incheon Airport Cargo Terminal C (preferred but flexible)

Employee Type:

Permanent

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