Senior Customer Service Representative – Global Trade & Logistics Support Specialist at brighthush

About brighthush

brighthush is a trailblazing global trade solutions provider that has been empowering businesses for over 70 years. By blending cutting‑edge technology with a team of seasoned experts, we simplify the complexities of customs, freight, and supply‑chain logistics across Canada, the United States, Mexico, and beyond. Our mission is to give every client a single, seamless source for customs brokerage, trade‑managed solutions, freight forwarding, technology integration, and warehousing/distribution services.

We pride ourselves on a culture of innovation, integrity, and customer‑centricity. At brighthush, every team member is encouraged to think critically, collaborate cross‑functionally, and continuously improve the experience we deliver to our clients worldwide.

Our Vision

We are committed to becoming the most trusted partner in global trade by combining people, processes, and technology to deliver unparalleled service. Our vision is to help our customers navigate the ever‑evolving regulatory landscape, reduce operational friction, and unlock new growth opportunities.

The Role

As a Senior Customer Service Representative at brighthush, you will serve as the primary liaison between our clients and internal teams. Your role is pivotal in ensuring that every customer interaction is handled with accuracy, efficiency, and a genuine commitment to excellence. You will be responsible for onboarding new accounts, managing complex customs entries, coordinating with cross‑functional departments, and providing proactive solutions that exceed client expectations.

Key Responsibilities

• Client Engagement & Support: Deliver world‑class customer service to clients, vendors, and service providers across all touchpoints.
• Account Onboarding: Guide new customers through account setup, system configuration, and initial training, ensuring a smooth transition into our platform.
• Cross‑Department Liaison: Act as the communication bridge between internal departments (Operations, Compliance, IT, Sales) to resolve client inquiries and streamline processes.
• Customs & Trade Compliance: Apply for and manage Continuous and Single Transaction Bonds for the US Northern Border Brokerage Division; assist clients with import/export clearance and compliance with Canadian, US, and Mexican regulations.
• Order Management: Review, prepare, and monitor orders to meet customer specifications, ensuring timely fulfillment and accurate documentation.
• Issue Resolution: Investigate and resolve shipment status inquiries, customs holds, and other operational challenges with a focus on speed and professionalism.
• Process Improvement: Identify gaps and opportunities to enhance service delivery, client satisfaction, and operational efficiency.
• Documentation & Reporting: Maintain accurate records of client interactions, compliance filings, and performance metrics.
• Continuous Learning: Stay current on trade regulations, technology updates, and industry best practices to provide informed guidance to clients.

Leadership Responsibilities

While this position does not include formal leadership duties, you will mentor junior team members, share knowledge, and contribute to a collaborative team environment.

Essential Qualifications & Experience

• High School Diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 2 years’ experience in customs brokerage or logistics, with a strong understanding of trade compliance.
• CCS designation (US NB and CND) is highly desirable.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with customs brokerage software.
• Excellent organizational skills, meticulous attention to detail, and strong time‑management abilities.
• Ability to complete complex customs entries accurately and efficiently.
• In-depth knowledge of Mexican foreign trade legislation (for US SB and MX roles).
• Bilingual proficiency in Spanish and English (US SB only).

Preferred Qualifications

• Experience with bond management and customs clearance for the US Northern Border.
• Prior exposure to freight forwarding and warehousing operations.
• Knowledge of trade technology platforms (e.g., TMS, WMS, EDI).
• Strong analytical and problem‑solving skills.
• Demonstrated ability to thrive in a fast‑paced, remote work environment.

Skills & Competencies

• Communication: Clear, concise, and professional written and verbal communication in both English and Spanish.
• Customer Focus: Passion for delivering exceptional service and building long‑term client relationships.
• Technical Aptitude: Comfortable navigating multiple software systems and quickly learning new tools.
• Collaboration: Ability to work effectively with cross‑functional teams and external partners.
• Adaptability: Comfortable handling changing priorities and evolving regulatory requirements.
• Problem‑Solving: Proactive in identifying issues and implementing effective solutions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Service Representative, you will have the opportunity to:

• Advance to a Senior Account Manager or Trade Compliance Lead role.
• Lead cross‑functional projects that shape our service offerings.
• Participate in ongoing training programs covering customs regulations, trade technology, and leadership development.
• Earn certifications such as CCS, CBP, or CND to enhance your professional credentials.
• Attend industry conferences and webinars to stay ahead of market trends.

Work Environment & Company Culture

Our remote work model is designed to support flexibility while fostering collaboration. You will be based in Mexico (Puebla, Guadalajara, or Santiago de Querétaro) and will work closely with a distributed team across North America and Latin America. We provide:

• High‑speed internet stipend and ergonomic workspace support.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A culture of transparency, continuous feedback, and recognition.
• Access to a digital knowledge base and mentorship programs.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer service roles.
• Performance‑based bonuses tied to client satisfaction and operational metrics.
• Health, dental, and vision insurance plans.
• 401(k) or pension plan with company match.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program and mental health resources.

Physical Demands & Work Environment

The role is primarily desk‑based but may require occasional bending, squatting, or lifting up to 15 lbs. You will be expected to maintain a safe and ergonomic workspace, and to adhere to all health and safety guidelines.

How to Apply

Ready to join a forward‑thinking team that values innovation, collaboration, and customer success? Submit your application through our careers portal:

https://www.brighthush.com/careers

Ensure your résumé is up to date and include any relevant certifications or documentation that showcases your experience in customs brokerage, logistics, or trade compliance.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

Contact & Accessibility

For any questions about the role or the application process, please reach out to our Talent Acquisition team at [email protected]. If you require accommodations during the recruitment process, let us know and we will gladly support you.

Closing Statement

At brighthush, we’re redefining what it means to be a global trade partner. If you’re passionate about delivering exceptional customer service, thrive in a dynamic environment, and want to grow your career with a company that values innovation and integrity, we want to hear from you. Apply today and become part of a team that is shaping the future of trade.