Bilingual Mandarin Import & Export Customer Service - on site

About Milkyway Group

Founded in 1998 and publicly listed on the Shanghai Stock Exchange, Milkyway Supply Chain Group is a leading global provider in integrated chemical logistics and supply chain innovation. Headquartered in China with a strong presence across Asia Pacific, the United States and Europe, our team of more than 4,000 professionals drives annual revenues of over CNY 13 billion by delivering end-to-end solutions in global forwarding, tank and tanker services, project and chartering, regional transportation, warehousing, chemical distribution, and environmental protection. Backed by cutting-edge technologies, patented platforms, and advanced safety management systems, we strive to expand our international footprint and set new benchmarks for the industry.

At Milkyway, our success is built on our people. While we are trusted partners to many Fortune Global 500 companies, what truly sets us apart is the talent, dedication and innovation of our team. We believe in empowering every individual to make an impact by fostering a culture where bold ideas are welcomed, collaboration thrives, and professional growth is part of every career journey.

Joining Milkyway means more than just a job --- it’s the opportunity to grow with a global industry leader, shape the future of chemical logistics, and build a career you can be proud of.

Learn more at https://www.mwclg.com/global/

About the Role

This position will independently manage import and export shipments from start to finish, serving as a key point of contact for customers, overseas offices, carriers, customs brokers, and internal operations teams. The ideal candidate is detail-oriented, highly organized, and comfortable handling multiple shipments simultaneously while ensuring timely documentation, accurate shipment coordination, and excellent customer service. Strong Mandarin and English communication skills are preferred, along with hands-on experience in international freight forwarding and import/export operations. Experience with handling hazmat and ISO tank shipments is highly preferred.

Key Job Duties

• Independently manage ocean import and export shipments from origin through final delivery, ensuring timely and accurate execution of all shipment activities.
• Prepare, complete, and upload Arrival Notices into the company system, and distribute them to customers promptly.
• Track and trace shipments throughout the transportation process and proactively communicate shipment status, schedule changes, delays, and other updates to customers.
• Handle customer inquiries via email and phone and manage shipments from A–Z, including ISF filing, customs clearance coordination, freight release, and final delivery.
• Review and verify OBL (Original Bill of Lading), payment status, and other release requirements prior to authorizing freight release.
• Monitor containers from origin to final destination and take proactive action to prevent delays, storage, demurrage, detention, and other unnecessary charges.
• Coordinate with U.S. Customs and other government agencies to address shipment-related issues and ensure timely and appropriate follow-up.
• Maintain accurate shipment documentation and records in accordance with the company’s paperless documentation and recordkeeping procedures.
• Coordinate with truckers, warehouses, terminals, and other service providers to schedule and confirm delivery appointments.
• Monitor and respond promptly to incoming emails, phone calls, and operational correspondence to ensure daily shipment activities and customer needs are handled efficiently.
• Process accounts receivable and accounts payable activities related to shipments and verify the accuracy of debit/credit notes and supporting documentation.
• Identify opportunities to improve internal systems, procedures, and workflows to enhance operational efficiency and exceed customer expectations.
• Maintain effective communication and coordination between U.S. and overseas offices to ensure smooth shipment execution and improve overall productivity.
• Maintain a high level of professionalism and customer service while managing multiple shipments and priorities in a fast-paced international logistics environment.
• Prefer: Handle ISO tank shipments, including coordinating tank release, pickup, delivery, empty tank return, cleaning, inspection, and repositioning in accordance with customer and carrier requirements.
• Perform other duties and responsibilities as assigned by the supervisor.

Job Requirements

• Minimum 3 years of relevant experience in ocean freight forwarding, import/export operations, customer service, or a similar role with a global freight forwarding organization.
• Bilingual in Mandarin and English is highly preferred, with the ability to communicate effectively with overseas offices, customers, vendors, and internal teams.
• Associate degree or higher in Logistics, Supply Chain Management, International Business, Transportation, or a related field preferred. Relevant industry certification, diploma, or equivalent experience is a plus.
• Solid hands-on experience with ocean import and export shipments, including shipment documentation, Arrival Notices, ISF, customs clearance, freight release, delivery coordination, and shipment tracking.
• Strong knowledge of ocean transportation and U.S. terminal procedures, including container pickup, delivery, empty return, storage, demurrage, and detention processes.
• Experience handling LCL shipments and a good understanding of CFS operations and procedures.
• Experience with transloading operations and working knowledge of FTL and LTL transportation services.
• Experience handling ISO tank shipments is highly preferred, including tank pickup and delivery, empty tank return, cleaning coordination, inspection, repositioning, and related documentation.
• Experience coordinating with ocean carriers, terminals, CFS facilities, truckers, warehouses, depots, customs brokers, and overseas offices.
• Strong understanding of shipment documentation, including Bills of Lading, Arrival Notices, ISF filings, customs documentation, delivery orders, cleaning certificates, and related records.
• Strong customer service and communication skills, with the ability to proactively communicate shipment status, resolve operational issues, and maintain positive customer relationships.
• Excellent organizational and time-management skills, with the ability to meet multiple daily deadlines and perform effectively under pressure in a fast-paced environment.
• Strong computer skills and proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams; experience with freight forwarding or transportation management systems is preferred.
• Detail-oriented with a strong commitment to accuracy, documentation, follow-up, and operational efficiency.
• Ability and willingness to work 100% on-site.
• Must have legal authorization to work in the United States. The company does not provide visa sponsorship for this position.

Employee Benefit:

• Medical (Kaiser Gold), dental (Delta PPO) and vision (Humana PPO) insurance 100% sponsored by employer after probation period
• 12 paid vacations
• 11 paid holidays
• 5 paid sick leave
• 3 paid bereavement leave
• 401k with 3% match
• Annual discretionary bonus
• Free parking