Customer Service Staff - Customs Operations (Cross Border)

MAIN RESPONSIBILITIES:

- Receive and process customer requests related to import/export documentation and customs procedures at land border checkpoints.

- Coordinate with the customs declaration team to verify the completeness and validity of documents, and handle any issues arising during the clearance process.

- Update customers on customs clearance progress and shipment status via phone, email, or internal systems.

- Provide consultation to new and existing clients on service procedures, required documents, HS codes, product policies, and basic regulations related to import/export activities.

- Monitor shipment status at border checkpoints, and proactively respond to delays, special requests from customs authorities, or other incidents.

- Collaborate with relevant departments such as operations, accounting, drivers, warehouse staff, and customs brokers at the border to effectively support customers.

- Work closely with the field operation team and clients to address issues and ensure smooth clearance.

- Check and advise on customs procedures and product-related regulations upon request from clients or the sales team.

- Receive and resolve customer complaints, and coordinate with relevant departments to propose appropriate solutions.

- Submit regular work reports and propose service improvements to enhance customer experience.

- Perform other tasks as assigned by supervisor.

REQUIREMENTS

- Education: College or University degree in International Business, Logistics, Import-Export, Foreign Trade, Languages, or related fields.

- Proficiency in Chinese (mandatory or highly preferred), with the ability to communicate professionally with Chinese clients.

- At least 2 years of experience in logistics, import-export, customer service, or customs-related operations is a strong advantage.

- Excellent communication and the ability to respond with accuracy and timeliness.

Flexible in problem-solving with a strong service mindset and readiness to support customers.

- Strong negotiation, persuasion, and problem-solving abilities.

- Team-oriented with a high sense of responsibility and proactive work attitude.