Senior Coordinator, International Freight Services

Customer service and service-level performance.
• Responsiveness and proactive communication.
• Shipment visibility and milestone compliance.
• Data accuracy and quality of customer information.
• Customer satisfaction and continuous service improvement.

Customer Service & Shipment Coordination
• Act as the main point of contact for assigned customers and coordinate their day-to-day shipment requirements.
• Provide proactive, timely and accurate communication throughout the shipment lifecycle.
• Coordinate shipments with customers, origins, destinations, carriers and other operational stakeholders.
• Anticipate delays and exceptions, coordinating solutions and keeping customers informed through resolution.
• Ensure customer SOPs, requirements and agreed service levels are consistently met.

Shipment Visibility & Service Control
• Monitor bookings, documentation, departures, arrivals and key shipment milestones.
• Maintain accurate and timely shipment information in APL Logistics systems.
• Ensure customers receive appropriate visibility and status updates.
• Identify recurring service issues and support corrective actions and continuous improvement.
• Support customer onboarding and implementation of new business.

Cross-Functional Support
• Work closely with Operations and other internal teams to ensure effective shipment execution.
• Provide accurate customer and shipment information to internal departments as required.
• Coordinate effectively with APL Logistics regional and global teams.

Relevant experience in Customer Service within freight forwarding or international logistics.
• Good knowledge of ocean import/export processes and shipment coordination; air freight knowledge is an advantage.
• Strong customer focus, proactive communication, responsiveness and problem-solving skills.
• Experience with freight forwarding systems such as CargoWise and data analysis/reporting tools is highly desirable.
• Strong organizational skills; Portuguese and English required, with Spanish considered an advantage.