Customer Service EXPORT IMPORT

Key Responsibilities

• Handle end-to-end Export & Import (EXIM) shipment processes for both Sea Freight and Air Freight.
• Handle and coordinate all documentation required for EXIM processes, including Shipping Instruction (SI), Bill of Lading (BL), Air Waybill (AWB), Commercial Invoice, Packing List, PEB, PIB, Manifest, Certificate of Origin (COO), Delivery Order (DO), and other supporting documents.
• Prepare, review, verify, and ensure all shipment documents are complete, accurate, and compliant with applicable customs regulations and company procedures.
• Coordinate booking arrangements with shipping lines, airlines, co-loaders, trucking vendors, warehouses, Customs Brokers (PPJK), and overseas agents.
• Build and maintain good working relationships and effective communication with customers, shipping lines, overseas agents, co-loaders, vendors, and other business partners.
• Monitor shipment progress from booking, documentation, and customs clearance through cargo delivery.
• Provide timely and accurate shipment updates and reports to customers and relevant internal teams.
• Coordinate with Sales, Finance, Operations, Warehouse, Customs Broker (PPJK), and overseas agents to ensure smooth shipment execution.
• Handle customer requirements, documentation requests, inquiries, and complaints professionally and provide timely responses.
• Monitor customs clearance activities and ensure compliance with applicable Export & Import regulations and customs procedures.
• Handle shipment-related issues such as vessel delays, flight delays, rollover, customs inspections, documentation discrepancies, cargo damage, and other operational issues, and coordinate appropriate solutions.
• Coordinate with relevant parties to resolve shipment cases and minimize operational delays or customer impact.
• Prepare operational reports and maintain complete and accurate shipment records for documentation, monitoring, and audit purposes.
• Ensure excellent customer service by responding promptly and proactively to customer requirements and shipment-related concerns.
• Maintain strong planning, organizational, communication, and problem-solving skills while managing multiple shipments simultaneously.
• Support continuous improvement of EXIM processes to improve operational efficiency, service quality, and customer satisfaction.
• Ensure proper follow-up on pending documents, shipment status, customer requests, and operational issues until completion.

Qualifications

• Bachelor's Degree in Logistics, Transportation, International Trade, Business Administration, or a related field from a reputable university.
• Minimum 3 years of experience as Customer Service EXIM, Export Customer Service, Import Customer Service, or Freight Forwarding Operations in a Logistics/Freight Forwarding company.
• Strong knowledge and understanding of Export & Import procedures, customs regulations, international shipping processes, and freight forwarding operations.
• Familiar with Shipping Instruction (SI), Bill of Lading (BL), Air Waybill (AWB), PEB, PIB, Manifest, CEISA, Certificate of Origin (COO), Incoterms, customs clearance, and related EXIM documentation.
• Good understanding of the shipment process, from booking and documentation to customs clearance and cargo delivery.
• Good communication and coordination skills, with the ability to communicate effectively with customers, overseas agents, shipping lines, co-loaders, vendors, and internal teams.
• Able to handle customer inquiries, documentation requests, complaints, and shipment-related issues professionally.
• Well-organized, detail-oriented, and able to manage multiple shipments and priorities effectively.
• Strong problem-solving and follow-up skills.
• Able to work independently as well as collaboratively within a team.
• Able to work under pressure and meet tight deadlines.
• Computer literate and proficient in Microsoft Office, particularly Excel, Word, and Outlook.
• Able to communicate in English for daily work purposes, including emails, documents, and communication with overseas parties.
• Willing to provide operational support outside normal working hours when required, including 24/7 support.