Customer Service & Sales Support Senior Executive

Job Title:

Senior Executive – Customer Service & Sales Support

Job Summary:

The Senior Executive – Customer Service & Sales Support is responsible for managing end-to-end coordination between customers, overseas agents, and internal departments to ensure smooth shipment handling. This role also provides strong sales support through quotation preparation, follow-ups, and maintaining customer satisfaction, contributing to overall business growth and retention.

Key Responsibilities:

• Serve as the main point of contact for customers on shipment status, documentation, and service issues.
• Coordinate closely with carriers, co-loaders, overseas agents, and internal operations teams to ensure timely cargo movement.
• Monitor shipment progress and proactively update customers on milestones or delays.
• Handle booking arrangements, shipping instructions, and bill of lading issuance.
• Verify and process all relevant shipping and customs documentation (BL, AWB, invoices, packing lists, permits, etc.).
• Manage after-sales service including discrepancy handling, claim coordination, and performance follow-ups.
• Ensure compliance with company policies, trade regulations, and customers’ SOPs.

• Support the Sales team in preparing quotations, rate sheets, and tender submissions.
• Coordinate with pricing and procurement teams to obtain competitive freight rates.
• Maintain and update customer profiles, sales pipelines, and performance reports in the CRM/system.
• Follow up on quotations and leads, and assist in closing sales opportunities.
• Support account development by identifying upselling or cross-selling opportunities.

Requirements:

• Diploma or Degree in Logistics, Supply Chain, Business, or equivalent field.
• Minimum 3–5 years’ experience in freight forwarding or logistics (sea/air import & export operations).
• Strong knowledge of Incoterms, shipping documentation, and international trade processes.
• Proficient in MS Office and freight management systems.
• Excellent communication, problem-solving, and customer relationship skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Team player with a strong sense of responsibility and initiative.

Key Competencies:

• Customer-oriented mindset
• Attention to detail and accuracy
• Strong coordination and organizational skills
• Commercial awareness and negotiation ability
• Professional communication and teamwork