Brokerage Assist Specialist (BA Agent)

About the role

The Brokerage Customer Support Specialist, acting as the Brokerage Assist Agent (BA Agent), drives successful customer implementation and strengthens long-term relationships. The BA Agent ensures a smooth, proactive onboarding experience for new customers by enabling customer readiness, validating brokerage setup and establishing shipment monitoring and exception management. The role works closely with Account Executives, Origin and Destination Brokerage teams and customers, and may require travel to customer locations.

Key responsibilities

• Customer enrolment and profile setup: review and confirm enrolment requests, validate customer information and documents, and create and maintain customer profiles including Customer Handling Notes (CHNs)
• Welcome call and shipment monitoring: run welcome calls introducing the Onboard Assist program, guide customers on proactive shipment alerts for the first three shipments, monitor them for holds or customs clearance issues and resolve delays with Brokerage teams
• Proactive customer support: identify documentation gaps, communicate potential customs issues and costs, and keep a detailed log of actions taken
• Monitoring and reporting: track shipments over a 12-week period, report onboarding outcomes and trends, and prepare closing documents summarizing activities and OTR (On-Time Release) performance
• Follow-up: coordinate with Account Executives and Origin/Destination teams for a seamless handover, follow up on special cases such as Free Trade Agreement compliance, and assist colleagues with export/import knowledge
• Service failure recovery management and root cause analysis of shipment holds, recommending compliant corrective actions

Required profile

• Understanding of cross-border customs brokerage compliance and experience in brokerage operations
• Ability to perform work with minimal supervision, analyze and solve problems, and use excellent communication skills
• Good command of written and spoken English
• Team player with remote collaboration experience, able to handle multiple priorities under tight deadlines