Senior Executive, Customer Service

Job Description

Position Overview: The Customer Service Senior Executive is responsible for ensuring smooth communication between customers, internal teams, and logistics partners. This role focuses on order handling, shipment tracking, issue resolution, and maintaining high customer satisfaction throughout the logistics process. Key Responsibilities • Customer Service • Handle customer inquiries via phone, email, chat, or other communication channels regarding shipments, delivery status, rates, and service offerings • Process customer orders, bookings, and shipment documentation accurately and timely (handling ~50 job files per month) • Prepare and verify logistics-related documents such as delivery orders, invoices, and shipment reports • Coordinate with internal & external parties to ensure smooth shipment flow • Track and monitor shipment status; proactively update customers on delays, changes, or issues • Resolve customer complaints, claims, and service issues professionally and efficiently • Maintain accurate customer and shipment records in internal systems • Ensure compliance with company procedures and service standards • Support continuous improvement initiatives to enhance customer experience.

Job Requirements

Requirements & Qualifications • Diploma in any field is required; Bachelor’s degree is an advantage. • Minimum 3 years of working experience in Customer Service in logistics, freight forwarding, shipping, or supply chain industry • Good understanding of logistics processes (transportation, import/ export operations) • Ability to handle customer issues professionally under pressure • Proficient in MS Office (Excel, Word, Outlook); experience with logistics systems is a plus • Good English reading and writing skills (good speaking ability is an advantage) • Customer-oriented mindset with attention to detail Skills & Competencies • Customer service and problem-solving skills • Time management and prioritization skills • Strong communication and interpersonal skills • Ability to work independently and as part of a team • Office Hour : 8:00 AM to 5:00 PM from Mon to Fri, 8:00 AM to 12:00PM Sat • Salary range : $500 - $750 (Gross)