FCL Import Customer Service

Position: Ocean FCL Impot Customer Service

Location: Texas 

Reporting To: Vinicius Araujo

Status: Full-time 

Position Summary

The Ocean FCL Import Customer Service Coordinator is responsible for coordinating full-container-load import shipments from pre-arrival through customs clearance, delivery, empty-container return, billing, and final file closure. This position works closely with customers, overseas agents, ocean carriers, licensed customs brokers, trucking providers, terminals, warehouses, and internal departments to ensure shipments are processed accurately, efficiently, and in accordance with customer requirements and applicable company procedures.

The coordinator monitors shipment milestones, documentation, vessel schedules, customs-clearance status, cargo availability, and free-time deadlines; resolves operational exceptions; and provides customers and business partners with timely and accurate updates. This position requires strong knowledge of ocean FCL import operations, excellent customer service and organizational skills, and the ability to manage multiple shipments and priorities in a fast-paced remote environment.

Key Areas of Responsibility

• Coordinate full-container-load ocean import shipments from pre-arrival through customs clearance, delivery, empty-container return, and final file closure.
• Receive and review pre-alerts, shipping instructions, commercial documents, bills of lading, and other shipment documentation for completeness and accuracy.
• Create and maintain shipment files in the company’s transportation management system.
• Verify shipment details, including consignee information, container numbers, vessel schedules, ports of arrival, Incoterms, and delivery instructions.
• Obtain the required Importer Security Filing information and coordinate timely ISF filing when applicable.
• Monitor vessel schedules estimated arrival dates, cargo availability, customs-clearance status, freight release, and terminal availability.
• Prepare and distribute arrival notices and other required shipment communications accurately and within established timelines.
• Coordinate customs-clearance activities with customers and licensed customs brokers by providing the required documentation and shipment information.
• Follow up with customers, customs brokers, ocean carriers, terminals, overseas agents, and other parties to obtain all necessary releases before cargo delivery.
• Coordinate container pickup and delivery with customers, trucking providers, terminals, warehouses, and other service providers.
• Monitor carrier and terminal free time to help prevent or minimize demurrage, detention, storage, per diem, and other avoidable charges.
• Coordinate the timely return of empty containers and maintain supporting documentation related to container returns.
• Track shipments from origin through final delivery and provide timely and accurate status updates to customers and relevant parties.
• Identify and communicate documentation, customs, cargo, routing, release, delivery, or scheduling discrepancies and coordinate their timely resolution.
• Notify customers promptly of shipment delays, customs hold, examinations, damages, shortages, additional charges, or other operational exceptions.
• Follow up on routing orders and confirm that rates, services, and charges are applied according to the applicable agreement or quotation.
• Obtain and confirm rates with approved carriers and transportation vendors when required.
• Review and confirm vendor costs, shipment charges, accruals, and customer billing information for accuracy.
• Complete shipment invoice and close files in accordance with company procedures and established timelines.
• Maintain accurate and complete shipment files, including customer instructions, approvals, communications, documentation, billing information, delivery records, and operational notes.
• Provide timely, accurate, and professional responses to customer, vendor, carrier, agent, customs broker, and internal communications.
• Manage key accounts that require additional attention, follow-up, or customized service.
• Serve as a primary point of contact for assigned customers and provide practical solutions or alternative options when shipment challenges arise.
• Escalate significant delays, documentation concerns, customs or compliance issues, service failures, additional costs, and customer complaints to management promptly.
• Collaborate with customers, overseas agents, ocean carriers, licensed customs brokers, trucking providers, terminals, warehouses, and internal departments to resolve operational issues.
• Follow company policies, customer-specific procedures, carrier requirements, applicable CTPAT-related company procedures, and import regulations.
• Protect confidential customer, shipment, commercial, and company information in accordance with company policies.
• Contribute to operational procedures, process improvements, and best practices that increase efficiency and service quality.
• Promote a positive, collaborative, accountable, and customer-focused work environment.
• Perform additional duties and special projects as assigned.

Qualifications

• Minimum of three (3) years of experience in international freight forwarding, with significant experience in ocean FCL import operations or customer service.
• Strong knowledge of ocean FCL import operations, including pre-alerts, arrival notices, bills of lading, customs-clearance coordination, cargo releases, container delivery, empty-container returns, and shipment tracking.
• Working knowledge of ISF requirements, U.S. Customs procedures, applicable CTPAT-related procedures, and ocean import requirements.
• Understanding of demurrage, detention, storage, per diem, carrier free time, and terminal procedures.
• Understanding of Incoterms, international shipping documentation, and freight-forwarding practices.
• Experience using transportation management systems such as CargoWise, Logiware, or similar platforms.
• Strong customer service, problem-solving, and relationship-management skills.
• Excellent organizational, analytical, and decision-making abilities.
• Outstanding verbal and written communication skills.
• Ability to prioritize competing responsibilities and manage multiple shipments effectively in a fast-paced environment.
• Ability to carefully review shipment information and documentation and identify discrepancies.
• Ability to take responsibility for decisions and actions, acknowledge mistakes, and implement corrective measures without assigning blame.
• Ability to work independently while remaining a reliable and collaborative team member.
• Ability to communicate professionally with customers, vendors, carriers, customs brokers, agents, and internal departments.
• Proficiency in Microsoft Office, including Outlook, Excel, and Word.
• Professional proficiency in English and Portuguese is required.
• Spanish proficiency is preferred.

Education

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, International Business, or a related field is preferred.

Working Conditions

• Fully remote position requiring a dedicated, professional, and reliable workspace.
• Extensive daily computer, telephone, email, and virtual communication use.
• Reliable high-speed internet access is required to perform the position’s responsibilities effectively.
• Must remain accessible and responsive during established working hours and attend virtual meetings as required.
• Ability to sit for prolonged periods while managing shipment activities and customer communications.
• Occasional overtime may be required to meet vessel arrivals, customs-clearance deadlines, delivery appointments, operational demands, and customer requirements.
• Must be able to manage multiple shipments and competing priorities while maintaining accuracy, productivity, and professionalism in a remote, fast-paced environment.
• Regular virtual interaction with customers, overseas agents, ocean carriers, licensed customs brokers, trucking providers, terminals, warehouses, and internal offices requires strong communication and customer-service skills.