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!