Manager, Customer Service & Documentation

Position Summary:

The Customer Service and Documentation (CSD) Manager leads the team handling the full lifecycle of international and domestic cargo shipments, from booking to final delivery. This role ensures accurate documentation, timely responses to customer inquiries, preparation of terminal inventory reports, and coordination with domestic and foreign agents to support efficient cargo handling and vessel operations.

Duties and Responsibilities:

• Lead, mentor, and train a team, driving operational efficiencies to ensure exceptional service delivery to our customers.
• Lead the booking process for military and commercial cargo, including creation and management of manual and EDI bookings, and coordination of cargo information with terminals.
• Oversee military bookings by ensuring charges are applied correctly, Required Delivery Date (RDD) requirements are met, and consignees are notified of cargo arrivals.
• Manage commercial bookings by verifying tariff rates for High and Heavy cargo, coordinating late gate cargo arrivals, and distributing customer advisories.
• Direct tracking and tracing activities to confirm daily cargo movements against bookings, provide customers with estimated arrival updates, and inform internal teams to optimize vessel utilization.
• Coordinate terminal communications, including the receipt and distribution of inventory and loaded reports, and instruct agents and surveyors on expected cargo.
• Manage documentation and EDI processes by liaising with domestic and overseas agents, issuing timely Notices of Arrival (NOAs), reviewing military bills of lading and manifests, and ensuring accurate EDI completion.
• Collaborate with internal departments by reviewing sailing schedules for efficiency and supporting Sales in identifying and securing new opportunities.

Competencies:

The following competencies are essential to perform this job successfully:

• Communication—ability to speak clearly, persuasively and confidently in positive or negative situations while maintaining a professional tone, demonstrates excellent verbal and written skills.
• Planning/organizing—prioritizes and plans work activities, uses time efficiently and develops realistic action plans. Ability to work independently.
• Teamwork – Thrives in a team-oriented environment, understands the role of other departments and the importance of a positive working relationship. Promotes “One Team” concepts and initiatives.
• Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness. Attention to detail and accuracy is critical. Championing continuous improvement initiatives via CAPA and QMS processes for improvements.
• Problem solving—identify and resolve problems in a timely manner and gather and analyze information skillfully.
• Leadership Skills – promote growth and development of the team to prepare them for future opportunities.

Education, Training & Experience

This position requires an undergraduate degree or equivalent experience in a similar position with a minimum of 5-10 years’ experience. Maritime, Logistics or Transportation experience is preferred. A proven track record of excellent customer service skills and relationship building is required . Expertise with Microsoft Office, with emphasis on Excel.

Salary Range: $100k / year – $115k / year

We are committed to creating a workplace where everyone feels respected, included, and able to thrive. We provide equal employment opportunities to all candidates regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or other protected characteristics.

We believe that diverse perspectives drive innovation and that inclusion is essential to our success. We actively foster a culture of collaboration, where every voice is valued and employees are empowered to grow and contribute meaningfully. Our hiring practices are designed to promote fairness and opportunity for all.

Join us in building a workplace where your background and ideas are not only welcomed—they’re essential.