Customer Service Executive (Freight Forwarder)

Requirements

Language proficiency: Mandarin, English & Bahasa Malaysia.
Candidate must possess at least Diploma in Business Studies/ Administration/Management, Logistic/ Transportation/ Warehousing/ Inventory Management or equivalent.
Proven 2 years of experience as a customer service role in the logistics or freight forwarding industry.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a customer-centric mindset.
Familiarity with import/export regulations and shipping documentation is advantageous.
Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
Adaptability and flexibility to accommodate changing customer needs and business requirements
Responsibilities

Respond to customer inquiries via phone, email, or in-person, providing accurate and timely information.
Address customer concerns, complaints, and escalations in a professional and empathetic manner.
Collaborate with relevant departments to resolve customer issues and ensure a satisfactory resolution.
Receive and process customer orders, handling bookings to ensuring accuracy and completeness.
Research rates and routings; create routing orders and quotations
Coordinate with operation teams to arrange shipments, transportation, and delivery schedules.
Track shipments and provide customers with real-time updates on their order status.
Ensure smooth coordination between customers and internal departments to meet customer expectations.
Prepare and review shipping documents, such as bills of lading and customs declarations for shipment execution.
Update & ensure compliance with import/ export regulations and documentation requirements.
Maintain accurate records of customer interactions, transactions, and shipment details.
Build and maintain strong relationships with customers, understanding their needs and preferences.
Proactively identify opportunities to upsell or cross-sell additional services to customers.
Gather customer feedback and suggestions, providing insights to improve products or services.
Collaborate with the sales team to support customer retention and identify potential growth opportunities.
Benefits

All Selangor Public Holiday
Staff development
Medical insurance subsidy
Company trip/ dinner
EPF SOCSO
Performance bonus
Annual bonus
Additional Benefits

Annual Leave
EPF / SOCSO / PCB
Company Trip
Performance Bonus
Medical Insurance