Import Customer Service – Senior Specialist

About The Offshore Hive Inc.

Founded in 2022, The Offshore Hive is a trusted provider of offshore BPO talent that unlocks business efficiency and profitability.

Many of our clients go to us for integrated freight BPO solutions in Australia and New Zealand. In reality, we can offer our expertise to any company in the world that wants to grow and scale further.

Whether you're looking to streamline freight forwarding processes or hire quality offshore talent, our team is ready to move the needle with you.

Job Title: Import Customer Service – Senior Level (with CargoWise experience)

Location: Work from home

Job Type: Full time

Time Requirements:

Monday to Friday

Dayshift (PHT)

Tools and Equipment:

Will be provided

About the Role:

We are seeking a highly skilled Senior Import Customer Service Specialist to join our team. This role requires strong knowledge of international import operations, customer service excellence, and proven experience using CargoWise to manage end-to-end import processes.

As a senior-level team member, you will serve as the main point of contact for key customers, oversee import shipments, and ensure smooth coordination with carriers, customs, and internal teams—all while working remotely.

Key Responsibilities:

• Act as the primary customer service contact for import clients, providing timely updates and proactive communication.
• Manage the full cycle of import operations, from booking to final delivery.
• Process and verify import documentation, including bills of lading, commercial invoices, and customs entries.
• Use CargoWise to manage, track, and update shipment records.
• Coordinate with customs brokers, carriers, and logistics partners to ensure compliance and timely cargo clearance.
• Investigate and resolve shipment delays, documentation issues, or customer escalations.
• Provide guidance and mentorship to junior staff on customer service best practices and import processes.
• Collaborate with sales, operations, and finance teams to support overall customer satisfaction.
• Stay up to date with import regulations, compliance requirements, and industry standards.

Qualifications:

• Minimum 5 years of experience in import operations and customer service within freight forwarding or logistics.
• Proficiency in CargoWise is required.
• Strong knowledge of international shipping documentation, customs processes, and import regulations.
• Proven ability to handle escalations and manage high-level customer accounts.
• Excellent communication, problem-solving, and organizational skills.
• Ability to work independently in a remote environment while handling multiple priorities.
• Bachelor's degree in Logistics, Supply Chain, International Trade, or related field (preferred).

Work Setup:

• Full-time, permanent remote role
• Flexible working hours with some overlap with international time zones

Why Join Us?

• Work from the comfort of your home
• Be part of a dynamic and supportive global logistics team
• Gain exposure to international clients and processes
• Competitive compensation based on experience

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• Paid training
• Work from home

Application Question(s):

• How did you hear about this job vacancy? (Indeed / Job board / Referral / Social Media / Company Website / Other – please specify)
• How many years of hands-on experience using CargoWise for import operations and customer service do you have?
• How many years of experience do you have in import operations and customer service within logistics or freight forwarding?
• Have you previously managed key customer accounts or handled escalated client issues in an import operations role? (Yes/No)
• Do you currently know anyone who is working with our company? If yes, please kindly provide their name and your relationship.

Experience:

• Cargowise: 3 years (Required)

License/Certification:

• Cargowise Certification? (Preferred)

Location:

• Philippines (Required)

Work Location: Remote