Customer Services Officer/Executive

Specific Job Role/Scope:

• Manage and coordinate freight forwarding operations from booking to final delivery for Air Freight (Export & Import), Sea Freight (Export & Import), and Cross Trade shipments.

• Act as a primary liaison between customers, overseas agents, carriers, transporters, warehouses and internal departments to ensure smooth shipment execution.

• Handle shipment bookings, documentation, custom-related requirements and operational coordination in accordance with company procedures and customer requirements.

Primary Responsibilities

• Arrange shipment bookings with airlines, shipping lines, co-loaders, transporters, warehouses and overseas agents.

• Maintain accurate and timely data entry in freight management systems and ensure all shipment records are properly updated.

• Monitor shipment progress and proactively communicate shipment status, delays and exceptions to customers and stakeholders..

• Coordinate closely with customers, overseas agents and internal departments to ensure operational requirements are fulfilled efficiently.

• Resolve shipment discrepancies, operational issues and customer inquiries in a timely and professional manner.

• Ensure compliance with company SOPs, customer requirements, carrier regulations and applicable trade regulations.

• Support customer account management by providing operational solutions and maintaining service excellence.

• Maintain good relationships with carriers, co-loaders, overseas agents and service providers to ensure reliable service support.

Additional Tasks Assigned (if any)

• Assist Sales and Business Development team with rate requests, operational feasibility checks and customer support when required.

• Identify opportunities for process improvements and contribute to operational efficiency initiatives.

• Perform any other duties and responsibilities assigned by Reporting Manager or Management from time to time.

Job Requirements:

• Education: A Level, Diploma or Degree.

• Experience: Preferable 1 - 2 years.

• Specific skills: Experience operating Cargowise freight system (if any).