Customer Service Representative, Freight Services – Ocean and Air

Delmar International Inc.

. Serve as the day-to-day point of contact for a portfolio of freight forwarding clients .

Posted 11/11/2026full-timeChicago Heights • Illinois • United StatesMid-LevelSenior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in freight forwarding customer service and logistics operations, with a strong focus on shipment coordination, documentation, and client communication. Proficient in using CargoWise and Salesforce to manage bookings and resolve discrepancies effectively.

Highest-signal resume keywords

Freight Forwarding Customer ServiceShipment CoordinationCargoWise ProficiencySalesforce ExperienceKnowledge of Incoterms

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Shipment DocumentationAir Freight BookingsOcean Freight BookingsCarrier CoordinationRouting CoordinationInvoice Discrepancy InvestigationE-Manifest ReportingERS ReportingBooking ApprovalsClient Profile Updates

Soft Skills

Customer-Focused ApproachStrong Organizational SkillsAttention to DetailSound JudgmentProactive Problem Solving

Tools & Technologies

CargoWiseSalesforceDCMSOnline Freight Booking Platforms

Industry Keywords

Freight ForwardingIncotermsShipping ChargesVessel SchedulesBond Reports

About the role

Key responsibilities & impact

Serve as the day-to-day point of contact for a portfolio of freight forwarding clients
Respond to client emails and calls about shipment status, bookings, service requests, and billing questions, following through to resolution
Create Salesforce cases for air bookings and ocean quote requests
Create or update bookings in DCMS, help clients with booking approvals, and communicate changes to origin offices
Coordinate with origin offices on vessel schedules, delivery locations, carrier selection, and routing for shipments bound for the U.S.
Work with the Trade team to find alternatives when space is limited
Confirm applicable origin charges based on Incoterms and advise clients of additional charges incurred upon arrival
Investigate invoice discrepancies with internal teams
Follow up on outstanding original bills of lading and monitor bond reports for designated accounts
Complete and monitor daily E-Manifest and ERS reports to support timely filings and accurate shipment records
Review client and container reports for discrepancies
Customize CargoWise reports to meet client needs and verify shipment information with origin offices
Help clients use DCMS to submit bookings, upload documents, send messages, and access reports
Coordinate the setup of prepaid freight accounts and submit client profile updates
Work with Technology Services to resolve booking, system, or reporting issues

Requirements

What you’ll need

Experience in freight forwarding customer service, shipment coordination, or logistics operations
Familiarity with air and ocean freight bookings, shipment documentation, and carrier or routing coordination
Knowledge of Incoterms and freight charges is an asset
Experience with CargoWise, Salesforce, or online freight booking platforms is an asset
Customer-focused approach and ability to explain shipment updates, delays, and charges clearly
Strong organizational skills and attention to detail when managing multiple shipments and competing deadlines
Sound judgment and proactive approach to investigating discrepancies and resolving service issues
Ability to work independently, follow through on open items, and collaborate with colleagues across offices and departments

Benefits

Comp & perks

Competitive compensation
Comprehensive health and dental benefits
Opportunities for professional development and career growth
Inclusive, collaborative workplace committed to equal employment opportunities