Customer Service Executive (Import & Export)

The Company

Our client is a leading global logistics provider, delivering comprehensive international logistics solutions. Committed to contributing to global economic growth, our client delivers high-value-added services tailored to meet diverse customer needs. Their expertise spans air, ocean, land, and warehousing logistics, ensuring safe, reliable, and customer-centric operations supported by a robust global network.

The Customer Service Executive (Import & Export) will be assisting export and import operation and coordinating with stakeholders to provide excellent customer service throughout the shipping process.

Key Responsibilities:

• Serve as the primary point of contact for customers regarding their export and import shipments.
• Respond promptly to customer inquiries via phone, email, or in-person.
• Provide customers with shipment status updates, tracking information, and resolution of any issues or delays.
• Provide courteous and professional service to all enquiries and requests for services from customers.
• Build positive relationship with customer for customer retention and growth of new business.
• Monitor and ensure agreed service level are met and adhere strictly to all customer specific standard operating procedures, including meeting all deadlines stipulated by the customer within the process flow.
• Coordinate with internal departments such as operations, sales, and finance to ensure smooth handling of Export shipments.
• Communicate with carriers, customs brokers, oversea agents and other logistics partners to facilitate timely and accurate shipment deliveries.
• Monitor and follow up on shipments to ensure timely delivery and resolve any issues that arise during transit.
• Keep customers updated should there be any delays or abnormalities to their shipments.
• Send pre-alert, do billing and costing
• Handle customer complaints and issues proactively, seeking effective solutions and ensuring customer satisfaction.
• Investigate and resolve any discrepancies in shipment documentation or delivery.
• Providing leadership to customer service team by setting good example for other employees.
• Maintain accurate records of all export and import transactions and customer interactions.
• Prepare regular reports on shipment statuses, customer service metrics and operational performance.
• Identify opportunities to improve export and import processes and customer service procedures.
• Participate in training and development programs to stay updated on industry trends and regulations.
• Perform any ad-hoc tasks as and when required by the management

The Ideal Candidate:

• Bachelor’s degree or equivalent.
• Minimum 3 years of relevant experience in freight forwarding or related field
• Experience in Cargowise or Sysfreight is preferred.
• Strong knowledge of import and export documentation and shipping procedures.
• Possess customer service mindset and data analytical approach.
• Strong interpersonal and communication skills.
• Able to fulfil critical tasks and urgency to deadlines.

Only shortlisted candidates will be notified.