Customer Service Specialist

Join Our Team

We are looking for a customer-focused and detail-oriented Ocean Freight Customer Service Specialist to join our growing team. This role is ideal for an experienced logistics or customer service professional who enjoys building strong customer relationships, resolving complex issues, and ensuring the smooth execution of ocean freight bookings and allocation management. As the primary point of contact for our customers, you will play a key role in managing allocations, handling booking-related inquiries, supporting billing processes, and maintaining exceptional service standards across our global freight operations.

What You'll Be Doing

Serve as the main point of contact for customer inquiries regarding bookings, allocations, contract terms, and shipment updates

Manage day-to-day freight allocation requests and coordinate capacity requirements with the procurement team

Provide timely and accurate information on shipment status, allocation availability, and schedule changes

Maintain accurate customer records and case documentation within CRM systems

Handle customer disputes related to freight rates, surcharges, contracts, and service issues

Review and prepare customer invoices, ensuring billing accuracy and commercial compliance

Coordinate with carriers, operations, procurement, and finance teams to resolve customer and billing issues

Monitor allocation utilization and proactively communicate capacity constraints or opportunities

Track and close customer cases within agreed service-level targets

Contribute to customer service reporting and process improvement initiatives

Support the maintenance and enhancement of customer service procedures and best practices

Escalate complex customer matters appropriately while ensuring excellent customer experience throughout the resolution process

Who We're Looking For

Required Qualifications

Minimum 3 years of experience in ocean freight, freight forwarding, logistics, or customer service

Bachelor's degree in Business Administration, Logistics, International Trade, or a related field preferred

Strong understanding of ocean freight operations, shipping documentation, carrier tariffs, and Incoterms

Native-level German and fluent English communication skills

Experience working with CRM platforms such as Salesforce, Zendesk, or similar systems

Ability to read and interpret freight contracts, rate sheets, and customer agreements

Strong commercial understanding of ocean freight billing and invoice validation

Proficiency in Microsoft Office applications, especially Outlook, Excel, and Word

Excellent organizational skills and attention to detail

Ability to manage multiple customer cases and priorities simultaneously

Customer service or logistics certifications (e.g., FIATA, IATA) are considered an advantage

Personal Attributes

Customer-focused with a strong service mentality

Strong problem-solving and analytical skills

Professional and composed in challenging customer situations

Highly organized and able to work effectively under pressure

Collaborative team player with excellent communication skills

Proactive, reliable, and solutions-oriented

Adaptable within a dynamic and fast-paced logistics environment

What Success Looks Like

Success in this role will be measured through:

High customer satisfaction levels

Fast response times to customer inquiries

Timely resolution of customer disputes and service issues

Strong case closure performance within SLA targets

Accurate customer communication and documentation

High invoice accuracy and low rework rates

Effective management of freight allocations and booking processes

Contributions to customer service improvements and operational excellence initiatives

Why You Should Join Us

Opportunity to work within a global ocean freight procurement organization

Exposure to international shipping markets, carrier management, and freight allocation strategies

Collaborative, entrepreneurial, and fast-growing business environment

Direct impact on customer experience and operational performance

Opportunity to work closely with procurement, operations, and finance teams

Professional development and career growth opportunities

Challenging and rewarding role with significant responsibility and customer interaction

Modern workplace with an international team culture

If you are passionate about customer service, logistics, and building strong customer relationships in the ocean freight industry, we'd love to hear from you. Apply today!