Customer Operations Specialist

About the role

The Customer Operations Specialist handles high‑volume cargo bookings, import/export documentation, and sales/service functions to ensure customer satisfaction and retention. This role operates within established policies and regulatory requirements.

Key responsibilities

• Manage approximately 40 customer interactions per day, including phone calls and email support.
• Create, review, and correct cargo bookings while addressing complex customer concerns and potential escalations.
• Perform accurate data entry, adjust priorities as business needs change, and support other operational queues.
• Identify root causes of errors, suggest process improvements, and notify leadership of issues affecting service performance.

Required profile

• Stable experience in a contact‑center or high‑volume customer service environment, preferably senior‑level.
• Advanced English proficiency with strong verbal and listening skills.
• Ability to handle difficult customers, complaints, and complex service situations while meeting KPIs and quality standards.

Required skills

• Experience with CRM platforms, preferably Salesforce.
• Proven ability to handle high volumes of phone calls and perform precise data entry.