Freight Forwarding support specialist (mandarin-speaking )Remote Workmate

Job Description :This is a remote position.Position: Freight Forwarding Support Specialist (Mandarin Speaking)Location: Remote with occasional work travel within APAC region
Employment Type: Full-TimeWorking Time: In line with Singapore Office HoursMake Freight Work. Help Global Trade Flow.We're looking for a Mandarin-speaking Freight Forwarding Support Specialist who wants to do more than manage tickets - we want someone who thrives on solving real-world logistics problems, traveling across APAC, and making freight forwarders more effective every day.This is a dual-role position combining remote Tier 2 customer support and on-site client consultation - giving you the chance to engage with high-value clients across Asia while mastering platforms like CargoWise and contributing directly to supply chain modernization.Why This Is a Career Move (Not Just Another Job)Why This Is a Career Move (Not Just Another Job)Purpose:
Your work keeps global goods moving - faster, smoother, and more intelligently. Whether helping a client in Taiwan fix a cargo delay or guiding a team in Singapore through a platform issue, you'll be their go-to expert.Growth:
You'll travel across APAC, take ownership of accounts, and be encouraged to become a digital freight expert. You'll deepen your operational knowledge, become proficient in digital logistics tools like CargoWise, and develop client-facing leadership experience.Motivators:
If you love fast-moving logistics, solving problems hands-on, and want to travel while building cross-border client relationships - this is a rare opportunity to combine technical, operational, and interpersonal strengths in one role.What You'll Actually DoTravel across the APAC region (up to 2-3 weeks per engagement) to consult on-site with clients and troubleshoot critical freight workflows.Provide Tier 2 remote consultation and support on escalated freight forwarding issues - solving service breakdowns, documentation errors, or platform challenges.Become a go-to expert on CargoWise, helping clients use it more efficiently and recommending automation enhancements.Drive internal collaboration between customer service, sales, and ops to eliminate silos and streamline client support.Lead process audits, launch improvement plans, and proactively identify areas for AI integration to improve customer outcomes.RequirementsWhat You Need to Bring2+ years of hands-on freight forwarding or logistics operations experienceMust know how to speak Mandarin, with solid business English skillsPrior use of CargoWise (preferred, not required - but a big plus)A valid passport and ability to travel across Asia-Pacific for 2-3 week tripsStrong customer service mindset, structured problem-solving skills, and a consultative presence30-60-90 Milestone PlanFirst 30 Days (Learning & Immersion)Complete onboarding on company processes, compliance standards, and APAC freight workflows.Shadow existing client support calls and join at least 2-3 CargoWise training sessions.Conduct a structured audit of one client account to understand workflow gaps and common service breakdowns.Develop a travel-readiness plan: ensure visa, passport, and company travel compliance.Success Measure: Demonstrates understanding of client workflows and is able to handle simple Tier 2 support tickets independently.By 60 Days (Execution & First Ownership)Lead at least one full client support case remotely, resolving escalated issues from start to finish.Draft and present a 30-60-90 action plan for one assigned account, covering communication protocols and service goals.Travel on the first client assignment (if scheduled), delivering onsite consultation and reporting on findings.Begin building the bilingual SOP / FAQ knowledge base with at least 5 documented guides.Success Measure: Trusted by clients for Tier 2 problem-solving and recognized internally as a reliable resource for at least one account.By 90 Days (Independent Contribution & Early Impact)Independently manage both onsite and remote consultation cycles for one APAC account.Deliver a client improvement report highlighting at least 2-3 measurable process or platform enhancements.Achieve a ticket closure SLA of 90%+ and positive client survey feedback (≥4/5).Propose at least one AI-enabled or CargoWise automation improvement to reduce repetitive tasks or improve visibility.Success Measure: Seen as a trusted consultant who improves customer workflows and enhances the client relationship while embedding continuous improvement practices.
Remote Workmate

Philippines
Permanent
Full-time