Customer Experience Agent LCL - Santos
Core
Coordinate international LCL (Less than Container Load) shipments, acting as the primary client focal point for end-to-end ocean freight operations.
Role type
Senior Customer Experience Agent (Freight Forwarding)
Builds
International LCL export and import shipments, client visibility, and operational solutions.
Domain
Logistics / Supply Chain / Ocean Freight
Required skills
LCL shipment coordination, freight forwarding, coloader operations, export/import processes, Bill of Lading and transport documentation, SAP, CargoWise, Microsoft Excel, advanced English
Preferred skills
Customer service in logistics, stakeholder management, process improvement, complex situation management
Technologies
SAP, CargoWise, Microsoft Office (Excel)
Responsibilities
Coordinate international LCL shipments with own consolidation and different coloaders; Act as the primary client focal point providing proactive and consultative support; Monitor shipments and provide status updates within agreed deadlines; Manage operational exceptions and support problem resolution; Prepare, verify, and track transport documents (Bill of Lading, Commercial Invoice, Packing List, Certificate of Origin); Partner with freight forwarders, coloaders, and logistics partners to ensure operational flow; Support claims management and related incidents; Collaborate with Account Managers, local teams, and the Global Service Center; Identify process improvement opportunities; Own the shipment and customer experience to drive retention and business growth.
Seniority
Mid-level, hands-on IC