Customer Care Specialist

About Us

Founded in 1984, OEC Group has built a global network that delivers optimal logistics intelligence, performance-driven strategies, and cost-effective solutions. Our commitment to innovation and excellence keeps us at the forefront of the logistics industry.

About the Role

Reporting to the Customer Service Manager, the Customer Care Specialist plays a key role in strengthening our brand and supporting sales initiatives. This role is ideal for a dynamic, confident communicator who genuinely cares about clients and takes pride in going the extra mile. The successful candidate will excel at building and maintaining strong relationships with both new and existing customers, thrive in a fast‑paced environment, and bring a proactive, client‑first mindset to everything they do.

What We Offer

• Competitive Compensation package including salary and incentives (salary based on experience $55K-$75K) plus performance incentives.
• A great work environment that values collaboration and initiative.
• Ample free parking for all employees.
• Employer-paid group insurance & tuition reimbursement (*certain criteria apply).
• Paid time off including vacation, sick days, and an annual floater day.
• A strong commitment to diversity, career development, and social responsibility.

What You Will Do

• Manage all ocean and airfreight bookings, ensuring proper approvals before communicating with overseas partners.
• Respond to customer inquiries regarding pricing, sales, and service issues.
• Review customer requests and prepare accurate sales rate quotations.
• Create and maintain customer Standard Operating Procedures (SOPs).
• Proactively communicate service issues or delays to clients.
• Resolve client-specific issues from order placement through to completion.
• Handle customer complaints with diligence and implement preventative measures.
• Escalate operational and service issues to the appropriate manager when necessary.
• Support the outside sales team with rate inquiries and bi-weekly client rate updates.
• Follow up with overseas agents regarding bookings and rates.
• Assure e-manifest filing prior to cargo departure.

Skills & Competencies

• Minimum 3 years of experience in a similar role within an international freight forwarding organization - essential
• Solid understanding of Air & Ocean Import/Export logistics - essential
• Strong communication and problem-solving skills.
• Sales acumen and persuasive abilities.
• Enthusiastic, results-driven, and highly organized.
• Proven ability to prospect and develop clientele.
• Proficiency in Excel and other Microsoft Office applications.
• Experience working with a Customer Management System (CMS).