Customer Service Executive (Freight Forwarding & Logistics)

Position Summary

We are seeking a dynamic and customer-focused Customer Service Executive to manage customer relationships, freight quotations, shipment coordination, pricing activities, and business development support. The successful candidate will act as the primary liaison between customers, overseas agents, carriers, and internal operations teams to ensure excellent service delivery and business growth.

This role is ideal for individuals who thrive in a fast-paced logistics environment and enjoy building long-term customer partnerships while managing end-to-end shipment coordination.

Key Responsibilities

Customer Relationship Management

• Handle customer inquiries via phone, email, and online communication channels.
• Respond promptly and professionally to customer requests, complaints, and service issues.
• Build, maintain, and strengthen relationships with existing customers.
• Conduct regular customer follow-ups to enhance customer satisfaction and retention.
• Serve as the primary point of contact for shipment updates and service inquiries.
• Escalate critical issues and ensure timely resolution.

Quotation & Sales Support

• Prepare, submit, and follow up on freight quotations for air, sea, and logistics services.
• Monitor quotation conversion rates and follow up on potential business opportunities.
• Support the sales team in securing new business and expanding existing accounts.
• Identify opportunities to cross-sell and upsell logistics solutions.
• Assist in achieving departmental sales and revenue targets.

Pricing & Carrier Coordination

• Obtain freight rates from shipping lines, airlines, overseas agents, and logistics partners.
• Negotiate competitive pricing with carriers and service providers.
• Verify freight costs and ensure pricing accuracy before quotation issuance.
• Maintain and update freight rate databases and pricing records.
• Monitor market trends, carrier capacity, and freight rate fluctuations.
• Distribute updated pricing information to overseas agents and internal teams.

Shipment Monitoring & Operations Coordination

• Coordinate closely with Booking, Documentation, and Operations teams to ensure smooth shipment execution.
• Monitor shipment progress from booking to final delivery.
• Provide proactive shipment status updates to customers.
• Follow up on delayed shipments and resolve operational issues.
• Liaise with overseas offices and agents regarding shipment movements and customer requirements.

Business Development & Account Growth

• Identify new business opportunities within assigned customer accounts.
• Develop strategies to increase shipment volumes and customer retention.
• Support customer visits, business reviews, and relationship-building activities.
• Monitor customer shipping trends and recommend suitable logistics solutions.

Reporting & Administration

• Maintain accurate records in CRM systems and shipment databases.
• Update customer visit reports and booking records.
• Prepare weekly and monthly customer service performance reports.
• Assist in KPI monitoring and customer service performance reviews.
• Prepare management reports on sales activities, customer feedback, and shipment performance.
• Support carrier performance reporting and service contract reporting activities.

Requirements

Education

• Diploma or Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, International Trade, or related field.

Experience

• 1 to 3 years of experience in Freight Forwarding, Shipping, Logistics, Supply Chain, or Customer Service.
• Fresh graduates with strong communication skills may be considered.

Skills & Competencies

• Strong communication and interpersonal skills.
• Customer-oriented mindset.
• Negotiation and problem-solving abilities.
• Ability to multitask and work under pressure.
• Proficiency in Microsoft Excel, Outlook, and logistics systems.
• Knowledge of international shipping procedures and Incoterms is an advantage.
• Experience handling freight quotations and customer accounts is preferred.

Pay: RM2,500.00 - RM4,000.00 per month

Work Location: In person