Customer Service Staff Liner Jakarta

Meratus Group is a leading integrated maritime and logistics operator in Indonesia, pioneering innovative solutions that drive efficiency and sustainability in the industry. With a rich history dating back to 1957, Meratus has evolved into a powerhouse, operating over 45 shipping routes, a fleet of 100 vessels, and a network of container terminals and logistics centers.

At Meratus, we are committed to digitalization, innovation, and transformation, ensuring seamless logistics and maritime services across Indonesia and Southeast Asia. Our customer-centric approach and agile operations empower businesses to navigate complex supply chain challenges with confidence.

We take pride in fostering a dynamic and inclusive workplace, where talented professionals can thrive and contribute to shaping the future of maritime logistics. Join us and be part of a team that is redefining industry standards while making a meaningful impact on global trade and sustainability.

Job Overview

The Customer Service Shipping (Single Point of Contact / SPOC) is responsible for serving as the primary liaison between customers and internal stakeholders, ensuring seamless coordination of shipping activities and delivering excellent customer service. This role requires a proactive, fast-paced individual who can effectively manage customer inquiries, resolve operational issues, and maintain strong relationships with customers while supporting business objectives.

Key Responsibilities

• Act as the single point of contact (SPOC) for assigned customers, handling inquiries and service requests in a timely and professional manner.
• Coordinate with internal departments, including Operations, Documentation, Commercial, and Logistics teams, to ensure smooth shipment execution.
• Monitor shipment status and proactively communicate updates, delays, and solutions to customers.
• Resolve customer issues, complaints, and service disruptions efficiently while maintaining high customer satisfaction.
• Ensure accuracy and completeness of shipping documentation and related records.
• Build and maintain strong relationships with customers to support long-term business growth and retention.
• Identify process improvement opportunities to enhance service quality and operational efficiency.
• Support performance monitoring and contribute to achieving service level agreements (SLAs) and key performance indicators (KPIs).
• Work effectively in a dynamic, fast-paced environment while managing multiple priorities.

Qualifications & Requirements

• Bachelor's Degree in any relevant field; Industrial Engineering is preferred.
• Minimum 2–3 years of experience in Customer Service within an international Shipping Line environment.
• Experience in Shipping Line or Freight Forwarding industries is highly preferred.
• Strong customer service orientation with excellent communication and stakeholder management skills.
• Proven ability to work with a high level of drive, ownership, and urgency in a fast-paced environment.
• Strong problem-solving, coordination, and multitasking abilities.
• Proficient in Microsoft Office applications and customer service systems.
• Certification or knowledge in Lean Six Sigma, Green Belt, or process improvement methodologies will be an advantage.
• Fluent in English, both written and verbal.