Customer Service Executive

Job Openings Customer Service Executive

Key Responsibilities:

1. Independent Customer Service Operations Management

Manage customer accounts and shipments independently from quotation request through to final delivery onboard vessel.
Prepare and send final charges and issue billing instructions upon job completion.
Ensure timely execution of all operational tasks, including documentation, scheduling, and coordination.
Take full ownership of tasks, escalating issues only when necessary and driving timely resolutions.
Proactively manage daily operational matters without requiring close supervision.

2. SOP Compliance & Process Adherence

Ensure strict compliance with company SOPs in all aspects of shipment handling and customer interaction.
Maintain high levels of accuracy in data entry, documentation, and reporting.
Ensure adherence to international logistics regulations and shipping documentation standards.
Identify process inefficiencies and recommend enhancements to improve service delivery.

3. Customer Relationship & Communication Management

Serve as the primary contact point for all customer queries and shipment updates.
Communicate proactively regarding potential delays, service issues, or documentation concerns.
Address and resolve customer complaints professionally and constructively.
Build and maintain strong client relationships by offering responsive and value-added support.

4. Shipment Coordination & Execution

Oversee the full shipment cycle, ensuring smooth coordination with carriers, agents, and internal teams.
Monitor shipment milestones and take corrective action to avoid delays or disruptions.
Ensure proper documentation such as AWB, BL, packing lists, permits, and other shipping records are in order and accurate.

5. Problem-Solving & Decision-Making

Analyze and resolve operational issues related to shipments, customs clearance, or logistics
disruptions.
Make timely and effective decisions to address discrepancies, errors, or delays.
Implement preventive measures to avoid recurring issues and improve service quality.

6. Multitasking in a Fast-Paced Environment

Manage multiple shipments and client requests concurrently under time-sensitive
conditions.
Adapt swiftly to shifting priorities and urgent tasks.
Maintain accuracy and efficiency under pressure, ensuring client satisfaction remains a
priority.

7. Documentation, Compliance & Reporting

Prepare accurate customer quotations based on vendor cost markups.
Obtain billing references or POs from clients and issue clear, accurate billing instructions to
the billing team in a timely manner.
Ensure full adherence to SOPs related to vendor invoices and billing workflows.
Maintain organized records of shipment details, client communication, and operational
reports.
Update internal systems accurately and generate reports as required to support
management and compliance needs.

Qualifications & Requirements:

Diploma or Degree in Business Administration, Logistics, Supply Chain, or a related field
(preferred).
Minimum 3 years of relevant experience in customer service, preferably in freight
forwarding or logistics.
Proven ability to work independently with minimal supervision.
Strong analytical and problem-solving abilities to manage complex logistical challenges.
Familiarity with international trade documentation and customs processes is advantageous.
Meticulous attention to detail and a commitment to following standard procedures.
Ability to multitask and perform effectively in a high-pressure environment.
Fluency in spoken and written English is compulsory.
Excellent communication skills with a client-focused mindset.
Proficiency in Microsoft Office, CRM platforms, and logistics systems.
Additional languages will be an advantage.

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