Customer Service Assistant

Customer Service

• Attend to customer enquiries regarding shipment status, cargo movement, warehouse activities, and delivery arrangements.
• Maintain good working relationships with customers and provide timely updates on shipment and warehouse matters.
• Coordinate customer requests with warehouse, transport, customs, and operations teams.
• Handle customer complaints and follow up with relevant departments to ensure timely resolution.
• Provide accurate information to customers regarding cargo receipt, storage, release, delivery, and related requirements.

Shipment & Warehouse Coordination

• Coordinate the receipt, storage, movement, and release of cargo within the bonded warehouse.
• Liaise with warehouse personnel to ensure cargo is handled and processed according to customer requirements.
• Monitor incoming shipment and update customer on the cargo/shipment status.
• Monitor outbound shipment, Booking submission, SI submission and BL submission.
• Coordinate delivery and collection arrangements with transporters and customers.
• Ensure shipment and cargo information is accurately recorded in the relevant systems.
• Assist in monitoring cargo that is pending documentation, customs clearance, or customer instructions.
• Follow up on discrepancies relating to cargo quantity, documentation, or shipment status.

Documentation & Customs Support

• Prepare, check, and maintain relevant shipping, warehouse, and customs documentation.
• Assist with documentation relating to bonded warehouse activities and customs clearance.
• Ensure supporting documents are complete and available before cargo release or movement.
• Coordinate with the Customs / Brokerage team on documentation and clearance requirements.
• Assist in monitoring customs-related requirements, approvals, and cargo release status.
• Maintain proper filing and records of shipment and warehouse documentation for audit and reference purposes.

Back to Back CO (MITI & MICCI)

• Prepare all necessary import and export documents for Back to Back Certificate of origin(B2B CO) application.
• Manage Back to Back Submission through D-NEX(Dagang-Net) & MICCI submission.
• Communicate with Destination and courier B2B CO within the KPI.
• Update Tracker and report submission to Customers as well as submission to Customer system.
• Maintain and record keeping documents related to B2B CO.
• Lease with MITI and MICCI if required.

System & Data Management

• Update shipment, inventory, and customer information accurately in the company’s operating system.
• Ensure warehouse and shipment records are updated on a timely basis.
• Assist in checking system records against physical cargo and relevant documentation.
• Generate basic reports relating to cargo, shipment status, warehouse activities, and customer requests.

Compliance & Operational Support

• Ensure all activities are carried out in accordance with company policies, warehouse procedures, and applicable customs requirements.
• Support proper control and documentation of bonded cargo.
• Immediately report discrepancies, damaged cargo, missing documentation, or irregularities to the relevant supervisor.
• Assist during internal, customer, or customs audits when required.
• Maintain confidentiality of customer and company information.
• Perform other duties as assigned by the Supervisor or Management.