Customer Services Operator – Glasgow, Scotland

As a Customer Services Operator, you will be responsible for managing import and export shipments across air, sea and road freight services, ensuring the timely, compliant and cost-effective movement of goods. The role acts as a key point of contact for customers, carriers, overseas agents and suppliers, providing high levels of customer service while coordinating all operational and documentary requirements throughout the shipment lifecycle.

Main duties and responsibilities

• Manage the movement of import and export shipments across air, sea and road freight services from booking through to final delivery.
• Coordinate shipment activities with customers, overseas agents, carriers, hauliers, warehouses and suppliers to ensure service requirements are met.
• Prepare, review and maintain import/export documentation, customs declarations and shipping records, ensuring accuracy and compliance with regulatory requirements.
• Monitor shipment progress, proactively identify delays or issues and implement solutions to minimise disruption to customers.
• Provide customers with regular shipment updates, manage enquiries and deliver a consistently high standard of customer service.
• Support the preparation of freight quotations and assist in identifying cost-effective transport solutions that meet customer requirements.
• Ensure compliance with customs procedures, international trade regulations, company procedures and customer-specific requirements.
• Maintain accurate operational and customer records within company systems and contribute to departmental performance and reporting requirements.
• Support cross-training, knowledge sharing and workload balancing within the team to ensure operational resilience and service continuity.
• Identify opportunities to improve processes, efficiency, service quality and customer experience.
• Carry out any other reasonable duties commensurate with the role which may be required by management from time to time.
• Ensure this role has no formal supervisory or people management responsibilities.

About you

You are a passionate team player who understands the importance of clear communication and collaboration. With a solid foundation in the shipping industry, you bring excellent verbal and written communication skills. You will be adept at handling unexpected challenges with poise. Your IT literacy, particularly in MS Word, Excel, and Outlook, equips you to maintain accurate records and efficient filing systems. Your customer-oriented nature enables you to build lasting relationships with clients while adapting to the fast-paced maritime environment.

This role is based in Glasgow, Scotland If you are successful for this role you will be required to prove your right to work in the UK.

• Experience within freight forwarding, shipping, logistics or international transport operations.
• Experience managing multimodal freight movements (air, sea and road).
• Good understanding of import/export processes, shipping documentation, customs requirements and Incoterms.
• Experience using the Customs Declaration Service (CDS).
• Strong customer service, communication and relationship management skills.
• Ability to manage multiple priorities and resolve operational issues in a fast-paced environment.
• High attention to detail and accuracy.
• Proficient in Microsoft Office and logistics/operational systems.
• Ability to work independently and collaboratively as part of a team.
• Experience preparing freight quotations and supporting commercial activities.
• Qualification in logistics, supply chain management or a related discipline, or equivalent industry experience.

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