International Customer Service Representative II

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Examine shipping documents (invoices, packing lists, master/house air waybills) and request modifications when necessary.

• Conduct critical analysis: Compare commercial proposals against customer requirements; Verify details concerning restrictions on product transport.

• Ensure alignment of expectations both internally and with clients.

• Communicate instructions with World Courier offices to ensure shipments comply with customs regulations.

• Advise importers/exporters on shipping documentation, delivery/pick-up schedules, and customs requirements.

• Confirm routes, carriers, temperature controls, and timelines; coordinate collection/delivery with importers/exporters.

• Keep World Courier offices, clients, and stakeholders informed about the import/export process.

• Create and oversee import/export orders and reports within the World Courier system.

• Maintain communication with clients, importers, and exporters through email and phone.

• Ensure adherence to World Courier procedures, work instructions, and processes.

• Coordinate with drivers, airport personnel, and offices to restock ice packs and uphold cold chain integrity.

• Guide operations teams on routing, packaging, labeling, documentation, handling, and temperature control standards.

• Inform importers, brokers, airlines, and airport authorities about arrivals; verify temperature-controlled storage and update systems accordingly.

• Track clearance status, arrange for the recovery of empty boxes/temperature monitors, and assess monitor deviations with necessary investigations.

• Recognize and escalate shipment risks (particularly those related to temperature) and suggest preventive measures.

• Assist leadership by reporting shipment challenges, delays, client feedback, and opportunities for process improvements.

• Engage in critical shipment management (e.g., billing, cell and gene therapies), team/client meetings, new-hire training, and mentoring junior colleagues.

• Conduct profitability analysis of shipments and provide Corrective Actions & Preventive Actions (CAPA).

⛳️ Requirements

• A Bachelor’s degree in business administration, International Logistics, International Trade, or International Relations is required.

• 2 to 4 years of customer service experience in international logistics or air transportation is required.

• Mandatory experience with import/export in freight forwarding.

• IATA certification required for handling dangerous goods.

• Preferred experience with pharmaceutical, clinical trial, or perishable shipments.

• Familiarity with courier operations, customs regulations, and ANVISA processes is preferred.

• Advanced proficiency in English (speaking, reading, and writing) is required; intermediate Spanish is preferred.

• Excellent communication, problem-solving, and conflict resolution skills.

• Customer-focused, organized, proactive, and detail-oriented.

• Capability to work independently, manage multiple tasks, and thrive in high-pressure environments.

• Strong teamwork and leadership capabilities.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

🏝️ Benefits

• Benefit offerings outside the US may vary by country and will align with local market practices. Eligibility and effective dates may differ for certain benefits and for team members under collective bargaining agreements.