Operations Controller & Support Technician - Freight

About the role

This position provides operational and application support to customers in the logistics and customs environment. You will resolve queries across import/export workflows, customs brokerage, invoicing, warehousing and reporting, working independently to investigate system issues and drive resolutions.

Key responsibilities

• Manage inbound customer queries via telephone and ticketing system.
• Investigate shipment records, customs data and transaction history to identify discrepancies.
• Recreate scenarios internally to diagnose bugs, data issues or workflow failures.
• Escalate complex issues with developer‑ready documentation.
• Test new features and fixes prior to release and provide structured feedback.
• Deliver remote guidance or training on customs and forwarding workflows.
• Identify recurring issues and contribute to process improvements.

Required profile

• Minimum Grade 12 (Senior Certificate).
• 3+ years of operational experience in freight forwarding or customs clearing.
• Strong understanding of import/export documentation and customs compliance.
• Intellectually curious, proactive, low‑ego and able to work autonomously.
• Ability to prioritize by shipment risk and manage multiple support tickets accurately.

Required skills

• Ticketing system usage.
• Transport Management System (TMS) knowledge.
• Enterprise Resource Planning (ERP) familiarity.
• Electronic Data Interchange (EDI) processes.