Customer Service SEA USA /CA Lane

Manage daily customer service operations for USA & Canada shipments, ensuring all bookings, documentation, and follow-ups are handled efficiently.
Build and maintain strong partnerships with overseas agents in the USA & Canada; regularly review performance and coordinate improvements.
Monitor North America market trends, including transit times, carrier updates, and rate fluctuations, to support accurate quotation and competitiveness.
Support the sales team by preparing accurate quotations, tracking quotation outcomes, and ensuring pricing strategies align with trade lane requirements.
Track shipment volume, revenue, and cost performance for the USA/Canada lane, providing regular updates and identifying opportunities to improve profitability.
Handle customer inquiries, service issues, and escalations promptly to maintain service quality and client satisfaction.
Coordinate shipment schedules with carriers, co-loaders, and agents, ensuring timely departure and arrival for both FCL and LCL shipments.
Manage documentation workflows, including HBL/MBL issuance, AMS/ACI requirements, and compliance with USA/Canada customs regulations.
Streamline internal processes to enhance operational efficiency and minimize service gaps.
Participate in meetings with agents, customers, and internal teams to support operational alignment and partnership growth.
Execute additional tasks assigned by management in alignment with the company's strategic objectives.