Senior Customer Service Executive South East Asia

About the role

The Senior Customer Service Executive (Inside Sales) for Southeast Asia is responsible for managing customer accounts and supporting sales operations within the freight forwarding industry. The role ensures timely handling of enquiries, accurate quotations and seamless coordination across internal teams and regional stakeholders to deliver high service standards and meet customer supply chain needs.

• Respond sales enquiries from existing & new customers.
• Support customer’s individual enquiry – coordinating buying & selling rate to prepare full quotation by communicating local / overseas agents.
• Support sales team with accurate and continual communications to internal operational team & external customers regarding order fulfillment status.
• Interact with sales & operational team to set clear SOP for each new / existing customer’s shipments.
• Report discrepancies in customer forecasting of shipments operations procedures, recommend solutions to improve smooth handling.
• Handles incoming calls with the intent of providing customer satisfaction, retention and extending contact to sell new or additional products or services.
• Does outbound calls in order to fix appointments for outdoor sales and Area Sales Manager.
• Works in conjunction with outside sales representatives and Area Sales Manager to provide pre-and / post-sales support.
• Proactively informs customer on shipment status, exceptions and provides timely updates on incident solution.
• Arranges and supports in travel schedule of Area Sales Manager within SEA and liaises with the local teams and customers directly.
• Other additional tasks assigned by the superiors.

1. 5+ years of experience in a customer service/sales report role, preferably within the freight/cargo forwarding industry.
2. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
3. Strong problem-solving and decision-making abilities, with a solutions-oriented mindset.
4. Proficiency in customer relationship management (CRM) software.
5. Familiarity with freight/cargo forwarding industry regulations and best practices.
6. A customer-centric approach and a genuine passion for delivering exceptional service.