Logistics / Freight Customer Service Executive

About the role

We are looking for an experienced and customer-focused Logistics / Freight Customer Service Executive to support shipment enquiries, customer communication, tracking, documentation follow-up, and day-to-day coordination.

Key responsibilities

• Handle customer enquiries via email, phone, WhatsApp, or approved communication channels
• Provide customers with shipment status, ETD, ETA, transit, delivery, and milestone updates
• Track air, sea, or road shipments through carrier portals or internal systems
• Follow up on delayed shipments, exceptions, pending deliveries, and outstanding customer requests
• Coordinate with operations, warehouse, transport, carriers, overseas agents, and internal departments
• Support shipment booking and booking-status follow-up
• Handle and follow up on common shipment documents, including AWB, HAWB/MAWB, BL, HBL/MBL, commercial invoices, packing lists, delivery orders, and POD, while ensuring shipment details are accurate and properly updated in the relevant system
• Update shipment and customer information in SAP, CRM, TMS, freight-management, or ticketing systems
• Maintain accurate records of customer enquiries, shipment status, and escalations
• Handle customer complaints and service exceptions professionally

About you

• Minimum 2–3 years of relevant logistics, freight forwarding, shipping, transport, or freight customer service experience
• Good understanding of shipment tracking and freight terminology
• Familiarity with AWB, BL, POD, ETA/ETD, and import/export documentation
• Experience using SAP or another logistics/freight system is highly preferred
• Strong written and spoken English
• Strong customer-service and coordination skills
• Able to manage multiple shipments and enquiries simultaneously
• Good attention to detail and follow-up
• Strong problem-solving ability
• Able to work independently in a remote environment