Customer Service Executive

About ECU Worldwide Sri Lanka

ECU Worldwide is one of the world's leading Non-Vessel Operating Common Carrier (NVOCC) operators, providing comprehensive Less than Container Load (LCL) logistics solutions across a vast global network. In Sri Lanka, ECU Worldwide plays a vital role in connecting local businesses to international markets by offering reliable, efficient, and customer-focused freight services. With a strong presence in Colombo and access to global trade lanes, ECU Worldwide Sri Lanka is committed to delivering excellence in customer service, operational efficiency, and supply chain solutions.

Job Summary

We are seeking a proactive and customer-focused Customer Service Executive – LCL Export to join our Sri Lanka team. The ideal candidate will be responsible for managing customer inquiries, coordinating export bookings, maintaining strong client relationships, and ensuring seamless communication between customers and internal stakeholders.

Key Responsibilities

• Handle customer inquiries and requests professionally while adhering to company policies and service standards.
• Provide prompt and effective solutions to customer concerns and complaints within agreed timelines.
• Build and maintain strong relationships with customers through regular and proactive communication.
• Ensure a high level of customer satisfaction by delivering consistent and quality service.
• Coordinate export bookings and provide customers with timely shipping and booking updates.
• Liaise with internal departments to ensure smooth execution of export shipments.
• Maintain accurate records of customer interactions, shipment details, and related documentation.
• Provide accurate, complete, and up-to-date information regarding services, schedules, and shipment status.
• Utilize the system effectively for shipment processing and customer service activities.
• Proactively engage customers to enhance service experience and strengthen business relationships.
• Support management with additional duties and projects as assigned.

Qualifications

• Bachelor's Degree in Business Administration/Logistics, Supply Chain, or a related field.
• Minimum 5 years of experience in Customer Service, Export Operations, or a similar role.
• Prior experience in the NVOCC, Freight Forwarding, Shipping, Logistics, or Supply Chain industry is essential.
• Experience handling LCL export shipments will be an added advantage.

Required Skills & Competencies

• Strong customer service orientation with excellent interpersonal skills.
• Effective verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Attention to detail and strong organizational skills.
• Proficiency in Microsoft Office applications and shipping-related systems.
• Familiarity with export documentation processes.
• Ability to work independently as well as collaboratively within a team.
• Positive attitude, self-motivated, and committed to delivering exceptional customer service.

Join ECU Worldwide Sri Lanka and become part of a global logistics leader dedicated to connecting businesses worldwide through innovative and reliable logistics solutions.