Customer Relations Executive

Responsibilities:

• Manage and maintain relationships with existing clients, ensuring customer satisfaction and retention through regular communication and follow-up
• Handle customer inquiries regarding shipment status, rates, documentation requirements and freight forwarding services
• Coordinate with the operations team to provide accurate delivery timelines, tracking information and resolution of logistics-related issues
• Prepare and process shipping documentation, including bills of lading, customs declarations and other freight forwarding paperwork
• Provide quotations for freight services and negotiate pricing terms with clients to achieve competitive advantage
• Monitor shipments and proactively communicate any delays or complications to relevant stakeholders
• Resolve customer complaints and disputes in a professional and timely manner, escalating complex issues where necessary
• Identify opportunities for upselling additional logistics services and contribute to revenue growth targets
• Maintain accurate records of customer interactions, transactions and shipment details in the company's management systems
• Support junior customer service team members and assist in training new staff where required

Requirements:

• Candidate must possess at least Diploma or above in related field
• Proficient in Microsoft office applications
• Minimum of 5 years customer service experience within the logistics, freight forwarding or cargo industry
• Strong knowledge of international shipping procedures, customs regulations and freight forwarding practices
• Excellent communication skills with the ability to liaise effectively with clients, vendors and internal teams
• Proficiency in logistics management software and systems; experience with shipment tracking tools is essential
• Fluency in English; additional languages such as Mandarin or Malay would be advantageous
• Proven ability to work effectively in a team environment whilst managing responsibilities independently

Location: A-3A-6, Block A, No. 1, Jalan PJS 8/15, Dataran Mentari, 46150 Petaling Jaya, Selangor