Hunter Campbell’s Mastering Supply Chain Series profiles jobs within the Supply Chain job family including jobs in demand, salaries, and employment prospects.
In this article, the role of Customer Service Representative (International Freight Forwarding) is in the spotlight.
Purpose of the Role
A Customer Service Representative in International Freight Forwarding is often seen as the engine of the business, and for good reason. Working closely with Business Development Managers and Key Account Managers, the Customer Service Representative manages a portfolio of clients and is typically the first point of contact, ensuring clients feel supported at every step.
This role is fast paced and multifaceted, covering a wide range of responsibilities, from administration and data management to customer service, sales support, and relationship management.
The typical duties of a Customer Service Representative are likely to include some or all of the following:
- Managing customer accounts to ensure smooth operations.
- Confirming freight bookings and tracking orders for timely delivery.
- Providing shipment quotes and setting up shipments and documentation as needed.
- Handling high volumes of inbound and outbound calls.
- Building and maintaining strong relationships with carriers and customers.
- Delivering exceptional customer service and promptly addressing client and carrier issues.
- Serving as a professional representative of the company, setting a high standard for team members.
Recruitment Forecast 2025
Labour shortages have been a significant challenge across industries, with international freight forwarding being no exception.
Now that freight markets are stabilising after unprecedented disruptions—driven by COVID, surging demand, supply chain logjams, and major geopolitical events like the war in Ukraine—freight forwarders are refocusing on efficiencies and cost reductions. With demand easing from record highs and yield pressure reshaping the landscape, the industry is increasingly centered on moving shipments faster, more cost effectively, and with high-quality service.
Despite this market normalisation, the need for skilled, resilient Customer Service Representatives (CSRs) remains high. CSRs play a pivotal role, managing complex, varied tasks while building and maintaining key client relationships. As the face of the business with extensive customer contact, the impact of a strong CSR professional cannot be underestimated.
Career Prospects
Immediate progression from a Customer Service Representative is often to the level of the Senior Freight Forwarder or Senior Export Administrator, followed by Export Office Manager or Shipping Manager. Working as a Customer Service Representative in Freight Forward also opens avenues for growth into other areas, such as Key Account Management and Business Development. The skills gained as a CSR are highly transferable, with many examples of CSRs advancing within a business to take on senior leadership roles.
Qualifications
Formal qualifications are generally not required for entry-level or Customer Service roles. However, secondary and tertiary education—especially in areas like Supply Chain or Operations—can be highly beneficial and is often valued by employers.
Some larger companies offer graduate training schemes, typically involving two years rotating across departments, including Customer Service, to gain a comprehensive understanding of the business. Alongside hands-on experience, trainees often pursue relevant professional qualifications during this period.
In smaller companies, training may be less structured, usually involving an induction followed by extensive on-the- job learning. Training provisions vary widely between companies, so it’s important to research carefully when job hunting. External courses are available in various related areas, with professional qualifications offered by several organisations, including CILT, the industry leader.
Key Skills Required
A Customer Service Representative is a client-facing role that not only represents the business but also takes responsibility for providing efficient, friendly service while managing vital relationships with customers and carriers.
Key skills for success in this role include:
- Strong communication skills to effectively liaise with adiverse range of people.
- Clear and accurate communication paired with attention to detail, as small errors can lead to significant issues.
- Organisational and planning abilities to manage complex tasks.
- Teamwork, tact, and interpersonal skills for smooth collaboration.
- Geographical knowledge to support logistics.
- Industry expertise, ideally with prior experience in international freight forwarding.
- Adaptability and flexibility to handle changing circumstances.
- Problem-solving skills, especially under pressure.
- Numerical skills for accurate data management.
- Language skills—though not essential, they are beneficial when focused on specific regions or countries.
With ongoing supply chain disruptions and high demand, essential skills over the last three years have included resilience, accuracy under pressure, and the agility
Salary Guide
This information is anecdotal and based on roles Hunter Campbell is currently recruiting or has previously recruited and relate to base salaries. They do not include any additional bonuses or benefits.
Salaries vary significantly based on experience and role scope. Some Customer Service Representatives manage key client accounts, while others handle a diverse portfolio. At the senior level, roles typically come with added responsibilities, such as team leadership, training, or even management duties.
Below is a current salary guide reflecting approximate market rates for Customer Service Representatives at various levels.
- Junior Customer Service (0-2 years experience): $65,000 – $75,000
- Intermediate Customer Service (2-5 years experience): $75,000 – $85,000
- Senior Customer Service (5+ years experience): $85,000 – $100,000
If you would like to find out more about the role of a Customer Service Representative (International Freight Forwarding), please contact consultant Sarah Kennedy. Sarah specialises in the recruitment of Distribution and Logistics. For more news and views, visit our website by clicking here, see what opportunities we have available here or follow us on LinkedIn.
