Customer Service Executive

Job Summary

Freight Forwarding Operations

• Provide professional and customer-focused communication when dealing with customers, overseas agents, carriers, and vendors.
• Respond promptly and accurately to customer enquiries, shipment requests, pricing requests, and operational queries.
• Coordinate and manage freight forwarding shipments from booking through to final delivery, ensuring all milestones are achieved.
• Maintain a thorough understanding of local customs regulations, import/export procedures, and documentation requirements to provide accurate guidance to customers.
• Act as the primary operational point of contact for customers regarding shipment status, exceptions, and service-related matters.
• Liaise closely with origin and destination offices, overseas agents, carriers, and service providers to ensure smooth execution of shipments and timely resolution of issues.
• Coordinate with customs clearance teams to ensure all import and export shipments are processed efficiently and in compliance with local regulations.
• Manage relationships with third-party logistics providers, transporters, and vendors for outsourced operational activities.
• Ensure accurate and timely data entry into operational systems, including shipment information, revenue recognition, cost accruals, and operational updates.
• Monitor shipment progress proactively and communicate status updates, delays, or exceptions to customers and stakeholders.
• Support the investigation and resolution of shipment discrepancies, including lost, damaged, or delayed cargo, and coordinate claims management where required.
• Ensure accurate billing in accordance with customer agreements and contractual pricing, while supporting timely invoice issuance and query resolution.

Cost Control and Operational Efficiency

• Support initiatives to optimize profitability across Air, Ocean, and Road Freight operations through effective operational planning and execution.
• Build and maintain strong working relationships with carriers, suppliers, and service providers to secure competitive rates and service levels.
• Identify opportunities for process improvement, cost savings, and enhanced operational efficiency.

Education & Qualifications

• Bachelor's degree or Diploma in Logistics, Supply Chain Management, Business Administration, International Trade, or a related field preferred.
• Professional certification in Freight Forwarding, Customs, Logistics, or Supply Chain Management is an advantage.

Experience

• 2–5 years of experience in Freight Forwarding, Logistics, Supply Chain, or Transportation Operations.
• Experience in Air Freight and/or Ocean Freight operations, including import and export shipments.
• Exposure to customs clearance processes, shipping documentation, and international trade requirements.
• Experience working with freight forwarding systems, transportation management systems (TMS), or ERP platforms.
• Experience coordinating with customers, overseas agents, carriers, and third-party logistics providers.

Technical Skills

• Strong understanding of freight forwarding operations, including shipment booking, documentation, customs processes, and cargo movement.
• Knowledge of Incoterms, international shipping practices, and freight forwarding procedures.
• Ability to prepare and review shipping documentation, including Bills of Lading, Air Waybills, commercial invoices, packing lists, and customs documents.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Experience using freight management systems and operational platforms for shipment tracking, billing, and reporting.

Core Competencies

• Strong customer service orientation with the ability to build and maintain effective relationships.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills with the ability to manage multiple shipments and priorities simultaneously.
• High attention to detail and commitment to data accuracy.
• Strong problem-solving and decision-making capabilities.
• Ability to work effectively in a fast-paced and deadline-driven environment.
• Proactive, self-motivated, and results-oriented approach to work.
• Strong teamwork and stakeholder management skills.
• Commercial awareness with an understanding of cost control and operational efficiency.
• Ability to handle customer escalations and operational exceptions in a professional manner.