Senior Executive, Customer Service

About the role

The Senior Executive, Customer Service will manage client inquiries across multiple channels, ensuring accurate order processing and smooth shipment flow. This role is pivotal in maintaining high service standards and enhancing the overall customer experience.

Key responsibilities

• Handle customer inquiries via phone, email, chat, or other channels regarding shipments, delivery status, rates, and services.
• Process customer orders, bookings, and shipment documentation accurately, managing approximately 50 job files per month.
• Prepare and verify logistics documents such as delivery orders, invoices, and shipment reports.
• Coordinate with internal and external parties to ensure smooth shipment flow.
• Track and monitor shipment status, proactively updating customers on delays or issues.
• Resolve customer complaints, claims, and service issues professionally and efficiently.
• Maintain accurate customer and shipment records in internal systems.
• Support continuous improvement initiatives to enhance customer experience.

Required profile

• Diploma in any field (Bachelor’s degree is an advantage).
• Minimum 3 years of experience in customer service within logistics, freight forwarding, shipping, or supply chain.
• Good understanding of logistics processes, including transportation and import/export operations.
• Ability to handle customer issues professionally under pressure.
• Good English reading and writing skills; speaking ability is a plus.
• Customer‑oriented mindset with strong attention to detail.

Required skills

• Proficient in MS Office (Excel, Word, Outlook).
• Experience with logistics systems (preferred).