Customer Service (Logistics)

Requirements :

• Possess at least a diploma or bachelor’s degree certificate in a related field
• Minimum 3-4 years of proven customer support and billing experience
• Strong phone handling skills and active listening
• Customer-oriented with the ability to adapt and respond to different types of personalities
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Able to work independently and complete assignments within given instructions and standard accepted practices

Responsibilities :

Essential Duties:

1. Customer Relationship Management

• Serve as the main liaison between customers and the company.
• Handle customer inquiries, requests, and complaints.
• Maintain good customer relationships and service satisfaction.
• Provide shipment status updates and exception reports.

2. Shipment Coordination

• Receive and process booking instructions from customers.
• Coordinate with shipping lines, airlines, transporters, warehouses and internal departments.
• Monitor shipment and ensure timely execution.
• Follow up on shipment delays, rollovers and operational issues.

3. Documentation Management

• Collect and review shipping documents from customers.
• Ensure completeness and accuracy of documents before submission to relevant departments.
• Coordinate shipping instructions and Bill of Lading requirements.

4. Operational Coordination

• Arrange cargo collection, delivery, stuffing, unstuffing and warehousing activities where required.
• Coordinate with the Customs Declaration team for customs clearance.
• Liaise with Operations and Haulage teams to ensure service delivery.

5. Customer Communication

• Provide timely updates on shipment status, customs clearance, delivery arrangements and unforeseen issues.
• Escalate critical operational matters to management when necessary.

6. Billing Support

• Verify operational charges and supporting documents.
• Coordinate with the Finance Department for billing and invoicing.
• Ensure all chargeable services are properly captured for invoicing.

7. Performance Monitoring

• Monitor service performance and customer satisfaction.
• Identify service improvement opportunities and implement corrective actions.

8. Outsourced Service Provider Coordination

• Obtain the necessary management approval before engaging any outsourced service provider, in accordance with the Company's approval authority and procurement procedures.
• Coordinate and monitor outsourced service providers, including transporters, warehouses and other logistics vendors.
• Ensure outsourced services are performed in accordance with customer requirements, contractual obligations, and company standards.
• Follow up on service schedules, cargo status, and operational issues with service providers.
• Verify service completion and supporting documents prior to billing and payment processing.