Customer Service & Documentation Executive (Freight Forwarding)

About the role

Manage freight bookings, coordinate shipment progress and ensure shipping documents are complete, accurate and returned to customers promptly.

Key responsibilities

• Arrange freight bookings with shipping lines, freight forwarders and agents, and follow up on booking confirmations and shipping deadlines.
• Maintain shipment reports and update customers on vessel schedules, delays, customs clearance progress and haulage/delivery status.
• Check draft Bills of Lading (BL), Commercial Invoices and Packing Lists (CIPL), Form E where applicable, and other supporting documents for completeness and consistency.
• Follow up with customers and relevant parties to obtain missing documents, correct discrepancies and secure approvals before submission deadlines.
• Coordinate with the customs clearance and haulage teams to ensure shipments progress according to schedule.
• Ensure all required documents, including endorsed documents and signed delivery acknowledgements where applicable, are returned to customers promptly, with a record of dispatch or receipt.
• Maintain organised shipment files and escalate delays, missing documents or operational issues to the supervisor.

About you

• Preferably 1–3 years of experience in freight forwarding, shipping, logistics customer service or shipping documentation.
• Minimum SPM; a diploma in Logistics, Business Administration or a related field is an advantage.
• Familiar with freight bookings, vessel schedules and import/export shipment processes.
• Able to check BL drafts, CIPL, Form E and supporting shipping documents.
• Good written and spoken English and Bahasa Malaysia.
• Proficient in Microsoft Excel, email and maintaining shipment tracking reports.
• Detail-oriented, organised and able to manage multiple shipments and deadlines.
• Strong customer service, communication and follow-up skills.
• Able to coordinate independently with customers, shipping agents, customs clearance personnel and haulage teams.