APAC Customer Support Specialist (Brokerage Assist)

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Job Description:

The Brokerage Customer Support Specialist, acting as the Brokerage Assist Agent (BA Agent), plays a critical role in driving successful customer implementation and strengthening long‑term customer relationships. The BA Agent ensures smooth and proactive onboarding experience for new customers at the start of their shipping journey by enabling customer readiness, validating brokerage setup, and establishing effective shipment monitoring and exception management processes.

Working closely with Account Executives, Origin and Destination Brokerage teams, and customers, the BA Agent proactively identifies and resolves customs clearance risks that may impact service performance. The role is accountable for conducting root cause analysis on shipment holds and recommending compliant corrective actions or alternative solutions to mitigate risk, support timely shipment release, and reinforce customer confidence and retention.

Job Duties

Customer Enrolment and Profile Setup

• Review and confirm enrolment requests from Account Executives

• Validate customer information and documentation for accuracy and compliance.

• Communicate with customers to gather required documents for export/import profiles.

• Create and maintain customer profiles, including Customer Handling Notes (CHNs).

Welcome Call and Shipment Monitoring

• Conduct welcome calls to introduce the Onboard Assist program and explain shipment requirements.

• Guide customers on proactive shipment alerts for the first three shipments.

• Monitor the first three shipments to identify potential holds or customs clearance issues.

• Collaborate with internal Brokerage teams to resolve shipment delays efficiently.

Proactive Customer Support

• Identify gaps in documentation and guide/work with customers/origin & destination on corrective actions.

• Communicate potential customs issues and costs during onboarding to manage customer expectations.

• Maintain a detailed log of actions taken (through Onboard Assist Program or Brokerage Navigator) to address documentation or shipment issues.

Process Improvement and Reporting Automation

• Automate and streamline customer onboarding process using Microsoft tools.

• Develop dashboards for management reporting purposes.

Enterprise Account Solutions Support

• Partner with Enterprise Sales and Solutions to propose brokerage solutions to customers.

• Analyze customer requirements and support complex scenarios, including multiple trade lanes, commodities, document readiness and compliance risks then recommend best practices.

Job Requirements

• Possess a Degree/Diploma in Business, Customs Brokerage, Logistics & Supply Chan or any related fields

• Demonstrated proficiency in developing, maintaining, and optimizing solutions using Microsoft Power BI, Power Automate, and Power Apps

• Demonstrates understanding of cross-border customs brokerage compliance regulatory knowledge and experience in Brokerage operation.

• Able to work independently with minimal supervision while managing multiple priorities effectively

• Meticulous and detail-oriented, with strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.

• A collaborative team player with experience working effectively in remote and cross-functional environments

Employee Type:
 

Permanent

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