Customer Service Representative

Position Summary: The Customer Service Representative (CSR) at the East Coast Warehouse CES in Baytown, Texas location is responsible for delivering excellent service to internal and external stakeholders. This includes coordination with brokers, carriers, and warehouse teams to ensure accurate and timely movement of cargo through the examination process. The CSR serves as the frontline contact for all CES-related inquiries, providing status updates, documentation support, and problem resolution. Key Responsibilities: Serve as the primary liaison between customers, brokers, and Customs officials regarding cargo processing. Manage incoming service requests, phone calls, and emails professionally and promptly. Coordinate the scheduling of exams (VACIS, Tailgate, Full Strip) with warehouse and Customs staff. Track shipments in the CES system and update stakeholders with real-time status and required documentation. Ensure all cargo movements comply with Customs regulations and ECW operational procedures. Assist with resolving delays or discrepancies in cargo documentation, billing, or handling. Accurately enter data into the companys logistics and inventory management systems. Generate and review reports related to cargo processing, delays, and customer interactions. Maintain confidentiality and security standards in all customer and cargo handling. Qualifications: 13 years of experience in logistics, warehousing, or customer service (Customs/port experience a plus). Strong verbal and written communication skills. Familiarity with CES processes, Customs regulations, or port logistics is highly desirable. Proficiency in MS Office, especially Excel and Outlook; experience with WMS or CES-specific software is a plus. Ability to manage multiple priorities in a fast-paced environment. Exceptional attention to detail and accuracy.

Created: 2026-03-10