Customer Service Executive, Freight 货代操作

KEY RESPONSIBILITIES:

Customer Service & Operations (CS)

• Manage full-cycle freight operations (Air, Sea, and Land), including booking with ocean carriers, co-loaders, and truckers.
• Monitor and track shipment milestones to ensure timely delivery and proactively address any delays or discrepancies.
• Handle customer inquiries promptly, resolving issues efficiently to maintain high satisfaction levels.
• Responsible for data entry and data updating in the operating system.
• Work closely with BD team to handle customers operational requirements.
• Update AP/AR and to provide vendors’ billing/invoices to Finance department for payment processes
• Ensure all mandatory documentation is accurately filed for each job, referencing relevant quotations.
• Ensure strict adherence to ISO 9001 policies and participate in internal and external audits as required.
• Respond to all emails and correspondence within 24 hours.
• Monitor and ensure meeting departmental and individual performance KPIs.
• Perform any other tasks as assigned from time to time.

Client Management & Account Growth (Client Management)

• Actively manage and nurture existing client accounts to ensure long-term partnership, retention, and loyalty.
• Identify potential business growth within the assigned portfolio through upselling and cross-selling logistics services.
• Act as the primary point of contact for clients, bridging the gap between customer operational requirements and internal teams.
• Prepare competitive quotations, tenders, and business proposals based on clients' specific logistical needs.
• Monitor client satisfaction, gather feedback, and proactively resolve any account-level issues to optimize service quality.

KEY REQUIREMENTS:

• Possess at least Diploma or Bachelor/Degree in Logistics/Supply Chain Management or equivalent;
• Minimum 2 years of working experience in the freight forwarding or logistics industry.
• Proven experience or strong interest in client relationship management, account management, or customer retention.
• Experience in custom declaration will be added advantage.
• Must be able to communicate effectively in Mandarin, English and Bahasa Melayu. (Proficiency in Mandarin is mandatory as role required to deal with mandarin speaking clients/teams)
• Customer-centric, problem-solving mindset, and able to work professionally under pressure.
• Working Location: Menara Zurich, No. 15 Jalan Dato Abdullah Tahir, 80300 Johor Bahru, Johor.