Regional Associate, Cross Border (Sea Freight)

Job Responsibility:

• Act as the primary operational liaison for sea freight & cross-border trucking shipments between internal
• commercial/sales teams, external customers, and logistics vendors.
• Coordinate end-to-end daily sea freight operations, covering freight bookings, haulage, B/L draft preparation, customer billing, and value-added services.
• Provide customers with accurate and up-to-date information on shipment status, schedules, and documentation requirements.
• Respond to customer inquiries via phone, email, or in-person in a timely and professional manner.
• Coordinate with internal departments (e.g., Solution, Sales, and Finance) to ensure smooth execution of orders.
• Update FMS system timely.
• Validate supplier/agent invoice and submit to finance timely.
• Build and maintain strong relationships with customers to encourage repeat business.
• Handle customer complaints and complex issues, providing effective and timely resolutions.
• Ensure all necessary documentation (e.g., B/L, customs forms, ISF Filing, AMS Filing, Shipping note, booking confirmation etc.) is completed accurately and submitted on time.
• Prepare and review import/export customs clearance documentation, ensure all shipments comply with local customs and regulatory requirements and company policies.
• Monitor and improve the overall customer service process to enhance efficiency and customer satisfaction.
• Provide feedback to management on ways to improve customer service processes and procedures.
• Handle standard operational disruptions and first-level customer escalations independently, applying corrective actions and escalating complex anomaliesto the Manager.
• Work closely with other departments (e.g., operations, logistics, finance) to resolve any shipment-related problems.
• Assist in gathering weekly/monthly operational data and preparing basic reporting slides.
• Identify recurring operational bottlenecks and suggest practical workflow improvements to enhance customer satisfaction.

Job Requirement:

• 1–2 years of operational or customer service experience in sea freight/freight forwarding.
• Good understanding of basic import and export documentation and sea freight workflows.
• Advantage: Familiarity with Malaysia customs clearance processes (import/export) and hands-on experience preparing customs declaration documents/paperwork for client review is a strong plus.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• In-depth knowledge of international sea freight shipping regulations and documentation.
• Good problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused with a commitment to delivering high-quality service.
• Detail-oriented, eager to learn, strong organizational and analytical skills.
• Proactive and self-motivated with a strategic mindset.
• Prepare, verify & process customs declaration documents (ie: K1, K2, K3, K8, K9, ZB1, ZB4 and etc.)
• Familiar with Royal Malaysian Customs Department (JKDM) procedures and requirements.
• Prefer candidates who hold a relevant Customs licence/certification (e.g., KLK) and have hands-on experience in customs clearance
• Ensure Customs documentation is complete, accurate and submitted within the required timeline.
• Coordinate with customers, vendors, freight forwarders, carriers and Customs authorities to resolve clearance issues.
• Prefer candidates who are able to read and write in Mandarin, as the role requires frequent communication and coordination with China.