Customer Service Executive (Logistics)

Job Summary

The Customer Service Executive is responsible for managing customer enquiries, coordinating logistics operations, and ensuring timely and efficient delivery of goods. The role serves as the main point of contact between customers, transporters, warehouse teams, shipping agents, and internal departments to ensure smooth order fulfilment and a high level of customer satisfaction.

The successful candidate should have good communication and coordination skills, with relevant experience in logistics, transportation, freight forwarding, or supply chain operations.

Key Responsibilities

A. Customer Service & Relationship Management

• Handle customer enquiries, requests, and complaints through phone calls, emails, and other communication channels.

• Provide timely updates to customers on shipment status, delivery schedules, and order progress.

• Maintain good customer relationships and ensure a high level of customer satisfaction.

• Follow up on customer feedback, complaints, and service-related issues.

• Respond promptly and professionally to customer requests and resolve issues effectively.

B. Logistics & Shipment Coordination

• Coordinate daily logistics activities, including shipment arrangements, delivery schedules, and collection requests.

• Liaise with transporters, drivers, warehouse personnel, shipping agents, and suppliers to ensure timely deliveries.

• Monitor shipment and delivery status and proactively update customers on delays or changes.

• Arrange and coordinate import and export shipments, where applicable.

• Ensure all logistics arrangements are properly communicated and executed according to customer requirements.

• Follow up on proof of delivery (POD), delivery orders, and other relevant shipping documents.

C. Order Processing & Documentation

• Process customer orders, delivery requests, and shipment bookings accurately.

• Prepare and verify delivery orders, invoices, packing lists, shipping documents, and other relevant paperwork.

• Ensure accurate data entry and timely updates in the company's ERP or logistics management system.

• Maintain proper filing and documentation for all customer and logistics transactions.

• Coordinate with the finance department on billing discrepancies and outstanding documentation.

D. Internal & External Coordination

• Work closely with the sales, warehouse, operations, procurement, and finance departments.

• Coordinate with external logistics partners and service providers to ensure smooth operations.

• Escalate operational issues, delivery delays, and customer complaints to the relevant departments.

• Support daily operational activities and assist in improving workflow efficiency.

E. Reporting & Administration

• Prepare daily or weekly shipment and delivery status reports.

• Monitor outstanding orders and follow up on pending deliveries.

• Maintain accurate customer records and shipment information.

• Assist in preparing operational reports and other administrative duties as assigned.

Qualifications & Requirements

• Diploma or Degree in Business Administration, Logistics, Supply Chain Management, or a related field.

• Minimum 2–3 years of experience in customer service, preferably within the logistics, freight forwarding, transportation, or supply chain industry.

• Familiarity with shipment coordination, delivery arrangements, and logistics documentation.

• Experience handling customer enquiries, complaints, and order processing.

• Proficient in Microsoft Office applications, particularly Excel and Outlook.

• Experience with ERP, WMS, or logistics management systems will be an advantage.

• Good written and verbal communication skills.

• Strong coordination, organizational, and problem-solving abilities.

• Able to work independently, multitask, and work under pressure.

• Customer relationship management

• Logistics and shipment coordination

• Order processing and tracking

• Problem-solving and complaint handling

• Effective communication and interpersonal skills

• Time management and multitasking

• Attention to detail and accuracy

• Teamwork and coordination

• Proactive and customer-oriented mindset