Customer Service Executive

Job purpose

To provide exceptional customer service by managing customer inquiries, coordinating shipment activities, and ensuring timely and accurate communication throughout the transportation process. The role supports efficient logistics operations while maintaining high levels of customer satisfaction and resolving service issues promptly.

Duties and responsibilities

- Respond to customer inquiries via phone, email, and other communication channels in a timely and professional manner.
- Process transportation bookings, shipment requests, and related documentation.
- Track shipments and provide customers with accurate delivery updates.
- Coordinate with operations, dispatch, warehouse, and drivers to ensure smooth transportation and on-time deliveries.
- Investigate and resolve customer complaints, shipment delays, damages, or delivery discrepancies.
- Escalate complex issues to the appropriate departments and follow up until resolution.
- Maintain accurate customer records, shipment details, and service documentation in company systems.
- Communicate proactively with customers regarding delays, schedule changes, or service disruptions.
- Ensure compliance with company policies, transportation regulations, and customer service standards.
- Work closely with the sales and operations teams to meet customer requirements and improve service quality.
- Prepare reports on customer inquiries, service performance, and recurring issues when required.
- Build and maintain positive relationships with customers to encourage long-term business partnerships.
- Support continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
- Perform other duties as assigned by management.