Senior LCL Customer Service Executive

We are looking for an experienced Senior LCL Customer Service Executive to manage and coordinate our LCL import/export consolidation activities together with selected air, conventional and barge shipments.

The successful candidate will be responsible for handling shipments from booking/documentation stage through customs clearance, cargo release and final delivery coordination.

Key Responsibilities

1. LCL Import – Consol / Deconsolidation

-Handle day-to-day LCL import consolidation shipments.

-Receive and check pre-alerts, manifests, Bills of Lading and shipping documents.

-Coordinate with shipping lines, co-loaders, overseas agents, CFS/warehouse and customers.

-Issue and coordinate Notice of Arrival (NOA) to customers.

-Monitor vessel arrival, cargo availability and container/CFS status.

-Arrange documentation required for cargo release and customs clearance.

-Coordinate with Customs Department and relevant government agencies where required.

-Monitor clearance progress and ensure cargo is released within the required timeframe.

-Coordinate final delivery or customer self-collection.

-Update customers proactively on shipment and clearance status.

-Monitor outstanding documents, permits, duties, charges and cargo release requirements.

2. LCL Export – Consolidation

-Handle LCL export bookings from customers.

-Coordinate cargo collection or cargo receiving at warehouse/CFS.

-Liaise with customers regarding cargo details, dimensions, weight and shipping documentation.

-Coordinate with shipping lines, co-loaders and overseas agents.

-Prepare and verify shipping instructions, manifests and related export documentation.

-Coordinate Customs export declaration and clearance.

-Monitor cargo stuffing and consolidation arrangements.

-Ensure cargo meets vessel/documentation cut-off requirements.

-Issue shipment status and sailing updates to customers.

-Follow up on final Bills of Lading and other shipping documents.

3. Ad Hoc Air Cargo – Import & Export

-Coordinate occasional airfreight import and export shipments.

-Liaise with airlines, airline agents, cargo terminals and customers.

-Arrange documentation and customs clearance.

-Coordinate cargo collection and final delivery.

-Monitor shipment status and provide timely updates to customers.

4. Conventional & Barge Cargo – Import & Export

-Handle documentation and customs clearance for conventional vessel and barge shipments.

-Coordinate with vessel agents, port operators, Customs, transporters and customers.

-Monitor vessel arrival/departure, cargo discharge/loading and clearance requirements.

-Coordinate necessary permits and supporting documentation with relevant authorities.

-Arrange cargo release and transportation after clearance.

5. Customs Clearance Coordination

-Review commercial invoices, packing lists, Bills of Lading and supporting documents before submission for declaration.

-Coordinate preparation of K1 / K2 / K3 and other relevant customs declarations with the customs clearance team.

-Identify documentation discrepancies before customs submission.

-Follow up on Customs queries, inspections and approvals.

-Liaise with customers to obtain permits, certificates and other supporting documents.

-Ensure shipments comply with Customs and relevant OGA requirements.

6. Customer Service & Shipment Monitoring

-Act as the primary contact for assigned customers.

-Provide accurate and timely shipment updates.

-Follow up proactively instead of waiting for customer enquiries.

-Resolve shipment delays, documentation issues and operational problems.

-Escalate critical issues to management promptly.

-Maintain proper records of customer instructions and shipment correspondence.

-Build strong working relationships with customers, shipping lines, agents and operational partners.

7. Job Closing & Billing Coordination

-Ensure operational documents and supporting costs are complete before job closing.

-Check that supplier charges and disbursements are properly recorded.

-Prepare and submit complete billing instructions to the Accounts Department.

-Ensure chargeable items are captured correctly before invoices are issued.

-Follow up on missing documents or costs that may delay invoicing.

Requirements

-Diploma or Degree in Logistics, Supply Chain, Business Administration or related discipline is preferred.

-Minimum 3–5 years of relevant experience in freight forwarding, preferably with strong exposure to LCL import and export.

-Good understanding of:

• LCL consolidation and deconsolidation
• Import/export documentation
• Bills of Lading and shipping documentation
• Customs clearance procedures
• K1, K2 and K3 declarations
• Shipping line and CFS operations
• Conventional/barge cargo clearance

-Airfreight experience would be an added advantage.

-Able to communicate professionally with customers, shipping lines, agents and government authorities.

-Good problem-solving and shipment follow-up skills.

-Able to handle multiple shipments and deadlines simultaneously.

-Strong attention to documentation accuracy.

-Able to work independently with minimal supervision.

-Proficient in Microsoft Office, email and logistics/forwarding systems.

Preferred Candidate Profile:

-We are particularly looking for someone who:

-Has hands-on freight forwarding experience, rather than purely administrative customer service experience.

-Understands the entire shipment process from booking → documentation → customs clearance → cargo release → delivery → billing.

-Can independently manage both LCL import and export accounts.

-Is proactive in identifying problems before they become customer complaints.

-Can guide junior customer service staff when required.

-Is comfortable dealing with urgent shipments and operational exceptions.

-Takes ownership of shipments until the job is fully completed.