Ocean Freight Customer Services Coordinator

About the role

The Ocean Freight Customer Services Coordinator supports the end‑to‑end freight forwarding process, acting as the main point of contact between origin offices, carriers, customs brokers and customers. The role ensures shipments are booked, tracked and delivered efficiently while maintaining compliance with company SOPs and operational KPIs.

Key responsibilities

• Liaise with origin offices to arrange forwarding bookings and secure the best rates or transit times as instructed.
• Monitor client instructions, register shipping documents, handle COD handovers and track master bill of lading (MBL) ETAs.
• Update CargoWise with shipment status, compile and email status reports to customers.
• Prepare customs clearance files, submit required documents to customs brokers and carriers before cut‑offs.
• Coordinate delivery with nominated transporters, generate tax invoices and archive all documents in e‑Docs.
• Manage damage or loss claims, lodge pro‑forma claims and follow up with airlines, agents or insurers when applicable.
• Obtain proof of delivery, reconcile billing, resolve credit queries and ensure compliance with data‑compliance and finance KPIs.
• Adhere to health and safety requirements and interact with port health, agricultural authorities and other regulators.

Required profile

• Strong attention to detail and ability to follow standard operating procedures.
• Excellent communication skills for regular updates to clients and internal teams.
• Organised and able to manage multiple shipments and documentation simultaneously.
• Proactive problem‑solver with a focus on meeting service level agreements.

Required skills

• Proficiency in CargoWise (or similar freight forwarding system).
• Experience using Navis for shipment tracking and updates.
• Knowledge of customs clearance documentation and procedures.
• Ability to prepare invoices and manage billing reconciliation.