Job Purpose

To provide efficient customer support by coordinating freight shipments, preparing shipping documentation, tracking cargo, and ensuring timely communication with customers, carriers, customs authorities, and internal teams.

Key Responsibilities

• Respond promptly to customer inquiries and booking requests.
• Coordinate air, sea, and land freight shipments from booking to delivery.
• Prepare and verify shipping and customs documentation.
• Track shipments and provide regular status updates to customers.
• Liaise with operations, carriers, overseas agents, and customs to ensure smooth shipment movement.
• Resolve customer complaints and shipment issues in a timely manner.
• Arrange final delivery and obtain Proof of Delivery (POD).
• Maintain accurate shipment records and customer correspondence.
• Ensure compliance with company procedures and customs regulations.

Qualifications & Experience

• Diploma or Degree in Logistics, Supply Chain, Business Administration, or a related field.
• Minimum 2 years of experience in freight forwarding, shipping, or logistics customer service.

Skills

• Strong communication and customer service skills.
• Good organisational and problem-solving abilities.
• Attention to detail and accuracy.
• Proficient in Microsoft Office and freight management systems.
• Ability to work under pressure and meet deadlines.

Key Performance Indicators (KPIs)

• Customer inquiries responded to within 1 hour.
• Booking confirmations completed within 2 hours.
• Documentation accuracy above 99%.
• Customer complaints resolved within 24–48 hours.
• Timely shipment updates and customer satisfaction.

Working Conditions

Office-based role with regular interaction with customers, carriers, customs authorities, and internal departments. Occasional flexibility may be required to support urgent shipments.