Customer Service - Operations

About the role

This is a hands-on role involving shipment coordination, customer communication, driver coordination and day-to-day logistics operations. You will work closely with our customers, drivers and operations partners to ensure shipments are delivered smoothly and on time.

Key responsibilities

• Monitor incoming shipments and coordinate deliveries from arrival to completion
• Track shipments and monitor delivery lead times
• Arrange delivery routes, reattempts, redirects and special delivery arrangements
• Coordinate with drivers and subcontractors to ensure smooth daily operations
• Communicate with shippers, consignees and customers on shipment and delivery matters
• Handle enquiries, complaints, delays and delivery-related issues professionally
• Liaise with business partners, warehouse and airport/clearance teams when required
• Follow up on delayed or failed shipments and coordinate timely solutions
• Investigate operational issues and identify the cause of delays or failed deliveries
• Maintain accurate shipment records, spreadsheets and daily operational logs

About you

• Good communication and coordination skills
• Comfortable using Microsoft Excel and WhatsApp
• Able to handle urgent situations and last-minute operational changes
• Responsible, organised and a good team player
• Good command of English; Bahasa Indonesia is an advantage
• Previous logistics, operations or customer service experience is an advantage
• Training will be provided for candidates with good coordination and customer-service skills
• Forklift licence is an advantage