Trade Direct Customer Service Associate

Inglés – Avanzado

Job Summary

This role provides high-touch customer service support for international and Trade Direct Cross Border (TDCB) customers, ensuring a seamless end-to-end customer experience. The position requires full ownership of customer issues, from initial inquiry through resolution, with a strong focus on First Call Resolution and proactive communication. The successful candidate will connect processes, systems, and stakeholders to resolve complex cases efficiently and prevent recurrence.

Key Responsibilities

• Support international customers with shipment tracking, billing inquiries, damage/claims handling, and proof of delivery documentation
• Provide dedicated, end-to-end case ownership, ensuring timely and accurate resolution of customer issues
• Investigate and resolve complex cases, including tracing and claims, by collaborating with internal departments such as Billing, Operations, Brokerage, ...