Customer Service Executive (Freight Forwarding)

Job Responsibilities:

• Client Relationship Management:
• Account Management: Build and maintain strong relationships with clients by understanding their needs and providing personalized support.
• Client Communication: Serve as the primary point of contact for client inquiries, requests, and issues, providing timely and accurate responses.
• Customer Satisfaction: Ensure high levels of customer satisfaction by addressing client concerns promptly and effectively.
• Order Processing (Shipment activation) and Coordination:
• Order Management: Process client orders and pre-alert to customer, origin and operations.
• Documentation: Ensure accurate and timely completion of shipping documents, including bills of lading, customs paperwork, and other required documentation for operation take over
• Coordination: Coordinate with internal departments, such as operations, logistics, and finance, to ensure smooth and efficient execution of client orders.
• Issue Resolution and Problem-Solving:
• Troubleshooting: Address client issues and concerns related to shipments, delivery delays, damages, or other logistics issues, and work with internal teams to resolve them.
• Conflict Resolution: Handle escalated client complaints or disputes professionally and diplomatically, striving to find mutually beneficial solutions.
• Customer Support and Training:
• Training: Provide guidance and support to clients on the use of company systems, processes, and services to optimize their shipping experience.
• Technical Assistance: Assist clients with technical issues or questions related to online booking platforms, tracking systems, or other digital tools.
• Continuous Improvement:
• Feedback Collection: Solicit feedback from clients on their experience with the company's services and use insights to identify areas for improvement.
• Process Enhancement: Work with internal teams to identify process gaps or inefficiencies and recommend solutions to improve customer service delivery.

And any other duties assigned by the management.

Requirements:

• Min. Diploma in Logistics/Freight Forwarding
• Min. 2 years in Logistics/Freight Forwarding experiences
• With experience in both air and ocean freight
• Proficient in MS Office
• Able to start immediate or within short notice