Customer Service Specialist - Latin America Route

Manage daily customer service operations for SEA-Latin America shipments, ensuring timely booking, documentation, and shipment coordination for both FCL and LCL.
Build and maintain strong partnerships with agents across key Latin American countries such as Mexico, Brazil, Chile, Colombia, and Peru, ensuring efficient communication and service alignment.
Monitor Latin America market trends, including carrier schedules, space availability, port situations, and rate fluctuations to support accurate quotation and competitiveness.
Support the sales team by preparing timely and accurate quotations for the LATAM trade lane, tracking outcomes, and ensuring pricing aligns with market requirements.
Track shipment volume, revenue, cost, and profitability for the SEA-LATAM trade lane; provide regular performance updates and highlight areas for improvement.
Handle customer inquiries, order status updates, and service issues promptly to maintain high customer satisfaction and resolve escalations collaboratively with agents and internal teams.
Coordinate sailing schedules and shipment arrangements with carriers, co-loaders, and agents to ensure timely cargo departures and arrivals.
Manage documentation workflows, including HBL/MBL issuance, VGM submissions, and compliance with Latin America country-specific regulations (e.g., SISCOMEX for Brazil, customs pre-alert requirements).
Ensure accuracy of shipment data in internal systems, monitor cargo milestones, and follow through until POD confirmation and file closure.
Maintain strong internal coordination with operations, sales, and finance teams to support smooth workflow and minimize service gaps.
Participate in meetings with agents, customers, and internal teams to strengthen cooperation, review performance, and explore lane development opportunities.
Perform additional tasks assigned by management in line with company objectives and operational needs.