Service Representative, Ocean & Air Freight

Mandate

Delmar International is looking for a motivated and customer-focused Customer Service Representative, Ocean & Air Freight to join our team!

Reporting to the Director of CRM, North America, this position plays a key role in managing customer relationships, supporting account growth, and ensuring seamless communication between our customers, sales representatives, and operations teams.

The ideal candidate has experience in freight forwarding or third-party logistics (3PL), enjoys building lasting business relationships, and takes a proactive approach to identifying customer needs and business opportunities.

Key Responsibilities

• Serve as a primary point of contact for assigned customers, ensuring timely communication and a high level of service.
• Build and maintain strong relationships with existing clients while identifying opportunities to expand their business.
• Collaborate with Ocean Freight, Air Freight, and other Operations teams to coordinate customer requirements and resolve service-related issues.
• Support business development efforts by identifying potential opportunities and connecting with prospective customers.
• Prepare pricing requests, coordinate freight quotations, and follow up on customer inquiries.
• Maintain accurate customer records, account details, and interactions in internal systems.
• Conduct regular customer follow-ups and account reviews to assess satisfaction, understand evolving needs, and identify growth opportunities.
• Work closely with inside and outside sales teams to support customer retention and business growth.
• Proactively address customer concerns and collaborate with internal teams to develop effective solutions.
• Participate in additional customer relationship management and business development activities as required.

Qualifications

• Minimum 2 years of experience in customer service, account management, sales, or operations within a freight forwarding or 3PL environment.
• Familiarity with international freight forwarding, particularly ocean and air freight operations.
• Knowledge of ground transportation, customs brokerage, or warehousing is an asset.
• Bachelor's degree in Business, Logistics, Supply Chain Management, or a related field is an asset.
• CIFFA certification is considered an asset.
• Willingness and ability to travel as required.

What You'll Bring

• Strong customer service and relationship management skills.
• A proactive, consultative approach to understanding customer needs and identifying business opportunities.
• Excellent verbal and written communication skills.
• Strong organizational abilities and attention to detail.
• Confidence in handling customer inquiries, coordinating solutions, and managing multiple priorities.
• Strong problem-solving skills and sound judgment.
• Ability to collaborate effectively with sales and operations teams.
• A genuine interest in building customer relationships and contributing to business growth.

What We Offer

• Competitive compensation.
• Comprehensive health and dental benefits.
• Opportunities for professional development and career advancement.
• An inclusive and collaborative workplace committed to equal employment opportunities.

Salary Range: $55,000–$65,000 USD