Key Responsibilities

• Serve as the primary point of contact for clients, ensuring prompt, professional, and courteous communication.
• Manage customer inquiries, quotations, shipment updates, and service requests from initiation to completion.
• Coordinate closely with Operations, Customs Clearance, Transport, Warehousing, and Sales teams to ensure smooth shipment execution.
• Provide clients with timely updates on shipment status, delays, and resolutions.
• Handle customer complaints effectively and ensure issues are resolved within agreed timelines.
• Monitor customer satisfaction and maintain long-term client relationships through exceptional service delivery.
• Prepare and maintain accurate shipment documentation and customer records.
• Ensure compliance with company procedures and international freight forwarding standards.
• Support the sales team by identifying opportunities to enhance customer satisfaction and retention.
• Prepare customer reports and service performance updates where required.

Requirements

• Bachelor's Degree or Diploma in Logistics & Supply Chain Management, Business Administration, International Business, or a related field.
• Minimum 3–5 years' experience in Customer Service within the Freight Forwarding, Shipping, Clearing & Forwarding, or Logistics industry.
• Strong understanding of import and export documentation and freight forwarding processes.
• Experience handling Air Freight, Sea Freight, Customs Clearance, and Transport coordination will be an added advantage.
• Excellent communication, interpersonal, and relationship management skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multitask, prioritize effectively, and perform under pressure.
• High level of professionalism, attention to detail, and customer orientation.
• Proficiency in Microsoft Office Suite and freight/logistics management systems.