Remote support teams are helping freight forwarders reduce costs, speed up admin and deliver better service. Cloud-based tools and logistics platforms make it easy for support staff to contribute from anywhere.
This blog covers five roles in finance, operations and customer support that can be handled remotely without compromising quality or performance.
1. Documentation Assistant
Shipping and customs paperwork is vital to every freight forwarder. Remote documentation assistants can process, review and store these files quickly and accurately.
Tasks typically handled:
- Preparing bills of lading and commercial invoices
- Managing customs declarations and clearance forms
- Uploading and organising shipment documents
- Ensuring accuracy before submission
- Maintaining secure digital records
With access to your freight software, remote team members can follow your processes. Many providers are based in countries like South Africa, which align well with UK and EU time zones.
2. Finance Support Assistant
Keeping up with invoices, reconciliations and reporting takes time. Remote finance assistants help freight forwarders manage their accounting workflows without needing extra office space.
Tasks typically handled:
- Sending and tracking client invoices
- Posting payments and reconciling accounts
- Following up on unpaid balances
- Updating financial spreadsheets or tools
- Supporting monthly reporting and close
Most tasks can be completed securely using cloud finance platforms. Proper access control and oversight keep your data safe and processes on track.
3. Customer Support Agent
Customers expect fast responses, especially when shipments are in transit. A remote customer support team can manage inbound queries, track deliveries and solve minor issues before they escalate.
Tasks typically handled:
- Responding to shipment or booking questions
- Handling delivery updates and complaints
- Confirming changes and cancellations
- Providing real-time support by phone, email or live chat
- Logging queries into your CRM or support system
Remote agents often have experience in logistics or shipping and bring strong English communication skills. With clear scripts and workflows, they deliver a consistent service experience.
4. Customer Success Assistant
Customer success teams focus on long-term satisfaction and account growth. This role is well-suited to remote workers who can maintain regular contact, monitor service levels and build strong relationships.
Tasks typically handled:
- Checking in with regular clients
- Tracking satisfaction and repeat business
- Flagging service risks or churn signals
- Helping clients with platform or portal use
- Supporting referrals or upsell campaigns
Remote success assistants work as an extension of your in-house team. They help maintain a positive customer experience while freeing up your senior team for complex accounts.
5. Freight Operations Coordinator
Remote coordinators can support the operations team with task tracking, shipment updates and communication between carriers, customs and clients.
Tasks typically handled:
- Monitoring booking and delivery statuses
- Updating TMS or internal dashboards
- Liaising with third-party providers or carriers
- Flagging issues to relevant team members
- Confirming handover points and delivery outcomes
They do not replace licensed freight experts but can streamline back-end admin and improve internal efficiency. Their support lets local teams focus on more technical or high-value work.
Why Remote Teams Work in Freight Forwarding
Some forwarders are cautious about outsourcing support roles. But modern tools and smart hiring make remote teams just as effective as in-house staff.
Time zone overlap
Countries like South Africa, Poland or the Philippines work in time zones that overlap with the UK, Europe or the US. This makes scheduling and handovers easier, especially across shifts.
Clear communication
Many remote professionals speak fluent English or are native speakers. With proper onboarding, they adapt quickly to your tone, brand and preferred tools.
Secure access
With cloud platforms and role-based permissions, sensitive data can be protected while still being accessible to remote team members.
Retain Control with Remote Teams
Outsourcing support roles does not mean sacrificing control. For freight forwarders, remote workers can handle essential admin and client tasks, helping you run leaner, faster operations.
If you want to improve efficiency and lower overheads, outsourcing these roles is a smart step.
Need help building your freight forwarding support team?
Visit www.talentsam.com/contact to get started.
