Job Description

Position Overview:

We are looking for a proactive and detail-oriented

Customer Services Representative

to join our import logistics team. This role is key to ensuring excellent service delivery to our clients by managing import shipments, resolving customer queries, and supporting the smooth flow of goods through UK customs and logistics networks.

As a frontline contact for clients, you will work closely with freight forwarders, customs brokers, transport providers, and internal teams to ensure the timely and compliant movement of goods into the UK.

Key Responsibilities: Customer Relationship Management

Act as the main point of contact for import customers, managing inquiries and providing regular shipment updates. Build and maintain strong relationships with clients, understanding their logistics needs and service expectations. Handle any service issues or complaints promptly and professionally, ensuring timely resolution.

Import Operations Support

Coordinate the end-to-end import process including shipment tracking, customs clearance updates, and final delivery arrangements. Communicate with overseas agents, carriers, and suppliers to monitor and manage inbound shipments. Ensure all necessary documentation is received, checked, and filed correctly (e.g., commercial invoices, bills of lading, certificates of origin).

Customs & Compliance Liaison

Liaise with internal teams to ensure all import declarations are completed accurately and in line with HMRC regulations. Monitor compliance with UK customs rules, including correct HS classification, valuation, and duty/tax calculation.

System & Data Management

Accurately enter and update shipment information in the company's logistics and CRM systems. Generate reports and documentation as needed to support operations and customer service tracking.

Required Skills & Qualifications:

Previous experience in customer service within freight forwarding, logistics, or import/export operations. Understanding of international shipping and UK import procedures. Strong communication and interpersonal skills, with a customer-first mindset. Good organisational skills and ability to manage multiple shipments or issues at once. Attention to detail, especially when handling documentation or data entry. Proficient in Microsoft Office (Outlook, Excel, Word) and logistics management software. Ability to work under pressure and meet tight deadlines.

Desirable:

Knowledge of UK customs regulations and HMRC requirements. Familiarity with INCOTERMS, shipping documentation, and trade compliance basics. Chinese speaking
Job Types: Full-time, Permanent

Pay: 26,325.00-27,500.00 per year

Benefits:

Flexitime On-site parking
Work Location: In person