Senior Customer Operations Specialist

About the role

The Senior Customer Operations Specialist ensures smooth cargo bookings, import/export documentation, and complex sales and service functions for assigned markets. The role focuses on maintaining high customer satisfaction while adhering to operational policies and regulatory requirements.

Key responsibilities

• Coordinate cargo delivery activities and maintain accurate manifest records.
• Verify documentation and bill of lading information against established standards.
• Apply appropriate tariff rates to bills of lading and ensure timely invoicing.
• Partner with Pricing to process rate requests and verifications.
• Receive, reconcile, and consolidate customer documents and information.
• Prepare and analyze cargo booking and import/export documentation reports.
• Resolve errors, recommend process improvements, and deliver value‑added services.
• Handle complex customer inquiries and complaints, providing effective solutions.
• Support customer onboarding and promote service offerings and online products.
• Report situations that could affect service, cargo delivery, or customer satisfaction.

Required profile

• Bachelor’s degree in business or a related field, or equivalent experience.
• Minimum 3 years of experience in transportation or logistics.
• Experience in booking, customer service, documentation, or bill of lading revisions preferred.
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Bilingual English/Spanish preferred.
• Knowledge of import forwarding, customs brokerage, U.S. transportation, DOT and import/export regulations.
• Strong communication, organization, data reporting, teamwork, and project‑management abilities.

Required skills

• Microsoft Word
• Microsoft Outlook
• Microsoft Excel