CS Domestics Staff

Job Descriptions:

• Serve as the first point of contact for customers regarding domestic shipment inquiries, complaints, and updates via phone, email, and WhatsApp.

• Provide accurate and timely information on shipment status, estimated time of arrival (ETA), and delivery confirmation.

• Handle and resolve customer complaints professionally, coordinating with the operational team to provide solutions within agreed service level agreements (SLAs).

• Build and maintain good relationships with existing clients to ensure high retention and customer satisfaction.

• Proactively communicate shipment delays, disruptions, or issues to clients and provide alternative solutions.

• Coordinate with the sales team to support onboarding of new clients and ensure smooth transition into operational processes.

• Prepare and submit regular customer service reports, including complaint logs, resolution times, and customer feedback summaries.

• Prepare, process, and verify all documentation related to domestic shipments, including Surat Jalan (Delivery Orders), manifests, proof of delivery (POD), and cargo receipts.

• Ensure all shipping documents are complete, accurate, and submitted on time in accordance with company regulation and client requirements.

• Coordinate with warehouse, courier, and driver teams to ensure documents accompany shipments correctly.

• Monitor and follow up on outstanding or missing PODs (Proof of Delivery) from couriers and drivers.

• Maintain and update the shipment tracking system with accurate document status and delivery updates.

• Archive and organize all shipping documents (physical and digital) in a systematic and traceable manner.

• Coordinate with the Finance/Billing team to ensure shipping documents align with invoicing requirements.

• Coordinate with vendors/agents to ensure timely delivery and avoid additional costs.

Requirements:

• Minimum 1–2 years of experience in a Customer Services or Document Administration role, preferably in the Logistics, Freight Forwarding, or Courier industry.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Familiarity with logistics/TMS systems
• Excellent communication skills — both written and verbal.
• Strong attention to detail and document accuracy.
• Ability to multitask and work with tight deadlines in a fast-paced environment.
• Good problem-solving skills and ability to remain calm when handling complaints.
• Team player with a proactive and service-oriented mindset.