Customer Service Executive (Freight Forwarding)

Job Responsibilities:

• Act as the first point of contact for customer inquiries regarding shipments, schedules, rates, quotations, documentation and other logistics requirements.
• Prepare freight quotations to customers based on customer requirements.
• Provide timely updates on the status of shipments (air, sea, or land freight).
• Coordinate with operations, sales, carriers, and overseas agents to resolve shipment-related issues.
• Assist customers with rate confirmations, and documentation requirements.
• Monitor shipment progress and proactively communicate any delays or exceptions to customers.
• Maintain accurate records of customer communications, feedback, and service issues.
• Prepare and issue reports on shipment status, KPIs, and service performance.
• Support sales and operations teams with documentation, permit declarations, and compliance requirements.
• Handle customer complaints professionally and escalate unresolved issues as necessary.
• Ensure compliance with company policies, SOPs, and applicable trade regulations.
• Perform any other adhoc duties as assigned.

Requirements:

• Min. Diploma in Logistics/Freight Forwarding, Supply Chain or related field
• Min. 2 years of experience in freight forwarding, logistics, or customer service
• Knowledge of air, sea, and/or land freight processes, documentation, and Incoterms
• Familiarity with customs procedures, permit declarations, and shipment tracking
• Excellent communication and interpersonal skills
• Strong organizational and multitasking abilities
• Proficiency in MS Office and freight management systems

Key Competencies

• Customer-focused with strong service orientation
• Detail-oriented and accurate in documentation
• Problem-solving and proactive mindset
• Ability to work under pressure and meet deadlines
• Team player with effective coordination skills