Customer Service & Operations Executive (Freight Forwarding)

The Customer Service & Operations Executive will play a crucial role in driving the company's customer service and freight forwarding operations. This role involves acting as the main point of contact for customers on shipment inquiries, coordinating end-to-end shipment processes (export/import/transshipment), ensuring compliance with customs regulations, and resolving shipment issues promptly while maintaining strong client relationships to ensure repeat business.

Key Responsibilities
1. Customer Service & Relationship Management

Act as the main point of contact for customers on shipment inquiries and updates, resolve customer complaints, delays, or shipment issues promptly, maintain strong relationships with clients to ensure repeat business, and provide excellent customer service and support

2. Shipment Coordination & Operations

Coordinate end-to-end shipment process (export/import/transshipment), ensure compliance with customs regulations and documentation requirements, monitor shipment movement and ensure timely delivery, and coordinate with warehouse and transport teams for cargo handling

3. Documentation & Compliance

Ensure accuracy of all shipping documents and system entries, handle customs clearance coordination and documentation, ensure compliance with import/export procedures and Incoterms, and maintain proper record-keeping for all shipments

4. Problem Resolution & Communication

Handle shipment delays, cargo damage, or customs issues, provide solutions and alternatives to minimize disruption, and provide internal updates on shipment status and issues to relevant stakeholders