Inbound Customer Service Agent

About the role

The Inbound Customer Service Agent is responsible for managing the end-to-end customer experience for import customers within the Lead Logistics – Order Management Control Tower. This role serves as the central point of contact and liaison between the customer, international transportation, carrier management, and internally subcontracted services such as trucking and customs clearance executed by other offices.

The primary responsibility is to ensure a smooth and reliable flow of goods, information, and documentation for inbound shipments—from origin through customs release to final delivery. This includes overseeing day-to-day execution with operational teams, coordinating trucking and customs activities, monitoring shipment milestones and exceptions, and driving timely resolution of service issues.

The role supports customer operations, optimizes the customer experience, and ensures full adherence to contractual commitments and S...