Client Services Specialist

JOB TITLE: CLIENT SERVICES SPECIALIST

 SUMMARY: 

 The Client Services Specialist serves as a customer-focused professional dedicated to providing exceptional service and support to clients. This role bridges the gap between clients and the internal operations team, ensuring seamless communication, timely updates, and resolution of service-related issues.

DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for day-to-day client interactions. 
• Provide updates on shipment statuses, timelines, and any potential disruptions. 
• Respond promptly to client inquiries via email, phone, or other communication channels. 
• Ensure all required shipping documents (e.g., bills of landing, customs declarations) are accurate and provided to clients on time. 
• Collaborate with Freight Coordinators, Customs Brokers, and other internal teams to address client needs. 
• Track shipments and proactively inform clients of any delays or issues. 
• Work with internal teams to resolve operational problems, such as lost or damaged goods, and communicate resolutions to clients. 
• Assist in maintaining client profiles, including service preferences, billing details, and special instructions. 
• Support the onboarding of new clients by ensuring smooth handoffs from Sales or Account Management. 
• Monitor client satisfaction by gathering feedback and identifying areas for improvement. 
• Suggest improvements to processes that enhance the client’s experience. 
• Work with Account Managers to ensure clients’ long-term needs are met. 
• Provide input on potential upselling opportunities or additional services that benefit clients. 

EDUCATION REQUIREMENTS:

• High school diploma or general education degree (GED) required. 

QUALIFICATIONS:

• One to three years of related experience and/or training, or equivalent combination of education and experience required. 
• Knowledge of logistics and freight forwarding processes, including air, ocean, and multimodal transport. 
• Previous experience with systems similar to CargoWise is highly preferred.
• Proficiency in logistics systems, CRM tools, and basic data tracking. 
• Proficient computer skills with MS Word, Excel, and PowerPoint
• Strong interpersonal and communication skills for effective client interaction. 
• Problem-solving skills to handle service disruptions or escalations. 
• Attention to detail to ensure documentation accuracy and timely delivery of services. 
• Ability to learn quickly; self-motivated; high energy; strong work ethic  
• Ability to work with minimal supervision. 
• Strong organizational and time management skills to prioritize tasks and meet deadlines
• Ability to adapt to change and work in a fast-paced, dynamic environment.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand, walk, climb, balance, bend, stoop, kneel or crawl. 
• Continually required to sit and utilize hand and finger dexterity
• Frequently required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and /or move more than 20 pounds . 
• Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus. 

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Onboard Logistics is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.