Freight Forwarding Operations & Customer Service Agent

Freight Forwarding Operations & Customer Service Agent

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.

The Freight Forwarding Operations and Customer Service Agent will build and maintain strong relationships with key customers, addressing their concerns, resolving issues, and ensuring their satisfaction. The role requires continuous assessment of customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

• Manage file creation and all services associated with freight forwarding and logistics.
• Assist with account start‑up; liaise with sales to ensure required documentation/information needed for the SOP are provided.
• Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing.
• Assist clients in their day‑by‑day requests related to export/import documentation to ensure proper execution of transportation files.
• Provide clients with complete flight/sailing details to guarantee proper flow of information.
• Liaise with airlines/ocean lines to procure the best possible solutions (capacity and cost) for transportation files.
• Liaise with DPW internal network and external partner agents to ensure the best possible service assistance.
• Act quickly upon possible emergency situations that may arise within the life of an Air/Ocean file.
• Network with fellow operations colleagues to provide proper support in case of workflow overload.
• Own, log, and ensure all daily customer services contacts & queries received via telephone & email are worked through to resolution per strict SLA’s.
• Report and act on carrier and customer performance, root‑cause analysis, and corrective actions.
• Participate in weekly carrier & customer task meetings, monthly reviews & QBRs, and syncreon control tower/customer projects.
• Manage self‑billing, including compiling and managing all billing activities for all carrier and customer transactions.

• Graduate in any field.
• At least 3 years of relevant and recent experience in Freight Forwarding Operations and customer service, with Freight Forwarding experience mandatory.
• Fluency in oral & written English.
• Minimum 2 years of work experience in a high‑tech customer services and logistics environment.
• Excellent knowledge of the Microsoft Office suite, with proven reporting & presentation skills.
• Responsiveness in dealing with customer requests and attention to detail for billing, process analysis, and reporting activities.
• Excellent interpersonal skills and ability to work as part of a team, aiding other members during peak volume periods.
• Experience in carrier network management.

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses – Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end‑to‑end supply chain solutions that can change the way the world trades.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity drives innovation and growth and helps us connect people, businesses, and societies.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

Pay: $60,000.00 - $68,000.00 per year

Nearest Major Market:
Long Beach

Nearest Secondary Market:
Los Angeles