[Hiring] Customer Support Officer @Twoconnect

Role Description

We are looking for a Mandarin-speaking Customer Support Officer to manage end-to-end freight operations for a growing New Zealand-based logistics client. You will coordinate import sea and air shipments, liaise with shipping lines, customs brokers, and local transport providers, and provide proactive updates to customers. This role requires operational ownership, strong communication skills, and the ability to manage multiple shipments independently.

• Manage end-to-end import shipments (approximately 30–40 containers per week), ensuring smooth coordination from vessel arrival through to final delivery.
• Liaise with shipping lines and overseas agents to obtain Delivery Orders, retrieve invoices, and track vessel/container status.
• Arrange cartage with local transport providers where required.
• Coordinate with customs brokers to ensure timely clearance of goods.
• Provide proactive shipment updates to customers regarding delivery schedules, delays, documentation requirements, and changes.
• Manage export shipments where applicable, including container bookings and Shipping Instruction (SI) submissions.
• Communicate effectively with the China office, NZ customers, freight agents, brokers, couriers, and transport suppliers.
• Collect and verify required documentation including commercial invoices, packing lists, and bills of lading.
• Ensure all shipment files are accurately processed prior to invoicing.
• Maintain accurate and organised records within Expedient Software (or equivalent freight systems).
• Resolve operational issues efficiently while maintaining high service standards.
• Work independently within a small team structure, taking ownership of shipment coordination with minimal supervision.
• Other roles specific duties as they arise.

Qualifications

• Bachelor’s Degree or Diploma in Logistics, Supply Chain Management, International Trade, Business Administration, or a related discipline.
• Minimum 2–3 years’ experience in freight forwarding or logistics operations.
• Must be fluent in Mandarin.
• Strong written and verbal English communication skills.
• Proven experience in sea freight (import and export) and air freight (import).
• Practical experience with container tracking, Delivery Order retrieval, SI submissions, and cartage arrangements.
• Sound understanding of INCOTERMS, particularly DAP and EXW.
• Experience liaising directly with shipping lines, overseas agents, customs brokers, and transport providers.
• Experience using CargoWise, Expedient, or similar freight/logistics management systems.
• Strong attention to detail and high level of accuracy in documentation and data entry.
• Ability to manage multiple shipments simultaneously and prioritise effectively under time pressure.
• Self-motivated, proactive, and capable of managing end-to-end shipment processes autonomously.

Benefits

• Work from home.
• Mon - Fri: 5:00 AM – 2:00 PM PHT (adjustments will be made for daylight saving time).
• HMO with 1 free dependent and medical reimbursements.
• Government-mandated benefits.
• Work from home allowances.
• Opportunities to work with leading companies in Australia and beyond.
• Training programmes for career development.
• Engaging company outings, team activities and wellness sessions.
• Supportive, inclusive culture.
• Dedicated managers focused on your growth and success.

Company Description

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

• We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
• Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
• Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.