About the job
We are looking for a dedicated and customer-focused Customer Service Executive to join our freight forwarding team. This role serves as a primary contact for clients, ensuring a positive and transparent shipping experience from start to finish. The successful candidate will be responsible for managing a portfolio of accounts, promptly responding to customer inquiries regarding bookings, quotes, and documentation, and providing proactive status updates. Key duties include resolving any transit-related issues, maintaining excellent communication with clients and partners, and coordinating with internal and external stakeholders to guarantee a smooth logistics process.
Key duties and responsibilities
Client communication
• Inquiry handling: Promptly and accurately respond to customer inquiries regarding shipment status, quotes, bookings, and documentation via phone and email.
• Relationship management: Build and maintain strong, positive relationships with a portfolio of clients, ensuring high levels of customer satisfaction and loyalty.
• Problem resolution: Act as the first point of escalation for customer complaints and service issues, resolving problems related to delays, damage, or other transit complications.
• Information provider: Proactively provide customers with tracking updates, status reports, and essential information to keep them informed from origin to destination.
Operational coordination
• Booking and processing: Assist customers with booking shipments and accurately process their orders in the company’s system.
• Internal liaison: Coordinate with internal operations, sales, and billing teams to ensure all aspects of the freight process align with customer requirements.
• Third-party communication: Communicate with overseas agents, carriers (shipping lines, airlines), and customs brokers to coordinate shipments.
• Document management: Prepare, verify, and organize all necessary shipping documents, such as bills of lading and customs forms, ensuring accuracy and timely submission.
Administrative tasks
• Record keeping: Maintain a systematic and efficient filing system for all client and shipment documents for easy retrieval.
• Reporting: Generate and analyze reports on customer satisfaction, shipment performance, and month-end targets.
• Compliance: Ensure compliance with the customer’s specific Standard Operating Procedures (SOPs) and other regulatory requirements.
Skills and qualifications
• Communication skills: Exceptional verbal and written communication skills are essential for dealing with clients and various internal and external stakeholders.
• Logistics knowledge: A solid understanding of global logistics, shipping regulations, and documentation, including Incoterms.
• Problem-solving: Strong analytical and problem-solving skills to effectively and quickly handle unexpected issues or customer complaints.
• Attention to detail: Meticulous attention to detail is crucial for handling complex and multifaceted tasks, especially with documentation.
• Technical proficiency: Proficient in Microsoft Office (Word, Excel, Outlook).
• Experience: A minimum of 2–3 years of experience in customer service within the freight forwarding or logistics industry is often required.
• Adaptability: The ability to multitask and thrive in a fast-paced, high-pressure environment is highly valued.
To apply, please send in your resume to stefanny@translindo.co.id
