Customer Service Coordinator

Job Responsibilities

• Manage purchase orders and shipments from order creation through final delivery, ensuring smooth end-to-end coordination.
• Handle Transpacific ocean freight bookings to the USA and Canada under applicable service contracts, ensuring accurate and timely shipment execution.
• Coordinate with origin agents across India, Japan, Pakistan, Sri Lanka, Bangladesh, Myanmar, and other sourcing locations to obtain shipment information and documents.
• Review and process shipping documents received from different agents and companies, ensuring accuracy, completeness, and compliance with customer and carrier requirements.
• Prepare, verify, and maintain shipment information required for FMC filing and US-bound cargo compliance.
• Handle carrier bookings, space reservations, booking amendments, rollovers, and cancellations under existing contractual arrangements.
• Monitor cargo readiness, shipping instructions, VGM, documentation cut-offs, sailing schedules, and shipment milestones to ensure timely execution.
• Handle customer inquiries, documentation discrepancies, shipment exceptions, and escalations, providing timely updates and practical solutions.
• Maintain accurate shipment records in internal systems and work outside regular office hours when required due to operational urgency and time-zone differences.

Requirements

• Higher Diploma or Degree in Logistics, Supply Chain Management, Transportation, or a related discipline.

• Minimum 2 years of customer service or operations experience in freight forwarding, NVOCC, shipping, or international logistics. Candidates with more extensive relevant experience and proficiency in Hindi may be considered for the position of Customer Service Supervisor.

• Hands-on experience in handling Transpacific ocean freight shipments, particularly cargo destined for the USA and Canada.

• Strong experience in handling Transpacific bookings, with good knowledge of ocean freight service contracts.

• Practical knowledge of FMC filing or FMC-related documentation requirements for US-bound shipments.

• Experience in reviewing and processing shipping documents received from multiple overseas agents or companies using different formats and operating practices.

• Good understanding of ocean freight booking procedures, shipping documents, SI and VGM cut-offs, sailing schedules, and shipment tracking.

• Detail-oriented with strong customer service, communication, coordination, problem-solving, and multitasking skills.

• Good command of written and spoken English and Chinese, proficient in MS Office applications, and willing to work overtime when required due to operational needs and time-zone differences.