Inside Sales Representative – Customs (US and CAN)

Company Description

Meet BorderBuddy:

Unlike traditional customs brokers who have been around for decades, BorderBuddy was established after the advent of the Internet – the same year Apple introduced the iPhone. Over the last 17 years, we have adeptly managed the importation of a wide array of goods, gaining the trust of over 50,000 clients and a 4.8-star rating with 2300 Google reviews.

At the forefront of customs innovation, we combine technology and expertise to support individuals, businesses of all sizes, and the full spectrum of eCommerce sellers and shippers. While traditional customs brokers may rely on physical offices at ports of entry, BorderBuddy leverages cutting-edge technology to provide seamless, efficient, and compliant customs services provided by a 100% remote working team across Canada and the U.S. We’re focused on modernizing and advancing the standard approach to customs clearance. And we’re growing fast, super fast.

Join our dynamic team at BorderBuddy and contribute to shaping the future of customs operations, ensuring compliance and efficiency in cross-border transactions. If you are passionate about customs procedures and possess the skills to lead in a complex regulatory environment, we invite you to be an integral part of our success story.

Our Culture

We are a values-based organization and a dedicated group of professionals who value teamwork, learning and development, and innovation. We take a great deal of pride in developing long-term relationships and in supporting our community and our environment.

BorderBuddy’s Promise

We thrive on helping people.

At BorderBuddy, we are committed to helping our employees reach their full potential by developing their skills and careers. 

We strive to be the best employer in our community and in our industry.

Our People Principles

Our Principles guide us in delivering on our People Promise. They commit us to:

• Create a team of engaged and committed A Players

• Make a difference to help employees learn and grow

• Truly care about your quality of life

Job Description

This Canadian-based Inside Sales Representative role supports both Canadian and U.S. customs clients. The position is responsible for managing high volumes of inbound and outbound customer communications, ensuring service quality and resolving any issues promptly. This role involves coordinating with customers, maintaining up-to-date client profiles, and cultivating strong relationships through prompt and regular communication. Responsibilities include assisting with product and service inquiries, developing action plans to prevent future issues, managing customer correspondence, and supporting the team to improve margins and finalize rate requests. Additionally, the representative will up-sell services, ensure correct setup of new accounts, and contribute to client business reviews by monitoring and analyzing activity, all while striving to exceed client expectations.

Duties and Responsibilities

• Respond to a high volume of inbound inquiries via phone, email, chat, text, and WhatsApp, maintaining service quality and performance standards.

• Qualify leads and triage inquiries to appropriate individuals and teams.

• Guide prospective clients—primarily importers—through required onboarding and customs documentation.

• Review and organize submitted documents to ensure accuracy and compliance, for U.S. and Canadian customs requirements.

• Maintain proactive, ongoing communication with clients to support retention, prevent service disruptions, and strengthen relationships.

• Prepare contracts, update client profiles, and manage all customer correspondence and transactions.

• Escalate time-sensitive or problematic cases to senior sales or operations managers as needed.

• Work collaboratively with internal teams (e.g., sales, operations, compliance) to ensure seamless service and client satisfaction.

• Identify cross-sell and up-sell opportunities based on client needs and present relevant BorderBuddy services.

• Support the development and implementation of Client Business Reviews through data tracking and analysis.

• Monitor online chat sales interactions and identify new selling opportunities or client feature requests.

• Provide administrative support to the senior sales team to improve overall responsiveness and efficiency.

• Report directly to the Sales Manager.

Qualifications

• 2–3 years of inbound sales or customer service experience in a service-based industry; customs brokerage or logistics experience is preferred.

• Post-secondary education is preferred.

• CCS designation or other industry related certification is an asset but not required.

Skills:

• Strong interpersonal and communication skills; fluent in English (spoken and written).

• Ability to assess client needs and effectively position service solutions.

• Excellent organizational and time management skills; able to multitask and prioritize in a fast-paced environment.

• Proven team player with a positive, self-motivated attitude.

• Proficient in Google Workspace and CRM platforms.

• Detail-oriented, resourceful, and eager to learn.

• Additional languages (French or Mandarin) are considered assets, though not required.

Additional Information

At BorderBuddy we offer our staff a relaxed work atmosphere, a supportive work environment as well as a competitive compensation package (health & dental benefits, RRSP contribution, tuition reimbursement programs, professional training, and paid time off). BorderBuddy is an excellent place to develop your career.

Working Conditions

• Our standard work schedule is 37.5 hours per week. Given our business operates around the clock, 24/7/365, you may be required to work some additional hours, including weekends and overtime, as needed.

• 100% remote role (you will be provided with all the IT equipment required to successfully complete your tasks), candidates must reside and work from within Canada.

• Salary for this position ranges from $40,000 – $50,000 per year based on experience with additional variable commission-based opportunities based on sales performance.

While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.