Customer Service Executive
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Key skills for this role
About the Role
We One is seeking a Customer Service Executive to support freight forwarding operations across Air and Sea Freight. The role involves coordinating shipments, ensuring timely processing, and providing excellent customer service.
Key Skills for This Role
Responsibilities
- Provide professional and customer focused communication when dealing with customers, overseas agents, carriers, and vendors
- Respond promptly and accurately to customer enquiries, shipment requests, pricing requests, and operational queries
- Coordinate and manage freight forwarding shipments from booking through to final delivery
- Maintain a thorough understanding of local customs regulations, import/export procedures, and documentation requirements
- Act as the primary operational point of contact for customers regarding shipment status, exceptions, and service related matters
- Liaise closely with origin and destination offices, overseas agents, carriers, and service providers
- Coordinate with customs clearance teams to ensure efficient processing of import and export shipments
- Manage relationships with third party logistics providers, transporters, and vendors
- Ensure accurate and timely data entry into operational systems
- Monitor shipment progress proactively and communicate status updates, delays, or exceptions
Requirements
- Bachelor's degree or Diploma in Logistics, Supply Chain Management, Business Administration, International Trade, or a related field preferred
- 2–5 years of experience in Freight Forwarding, Logistics, Supply Chain, or Transportation Operations
- Experience in Air Freight and/or Ocean Freight operations, including import and export shipments
- Exposure to customs clearance processes, shipping documentation, and international trade requirements
- Strong understanding of freight forwarding operations, including shipment booking, documentation, customs processes, and cargo movement
- Knowledge of Incoterms, international shipping practices, and freight forwarding procedures
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook
- Strong customer service orientation with the ability to build and maintain effective relationships
- Excellent verbal and written communication skills
- Strong organizational and time management skills
Full Job Posting
Job Summary
- Support the day to day coordination and execution of freight forwarding operations across Air Freight and Sea Freight (as applicable), ensuring timely shipment processing, accurate system updates, excellent customer service, and compliance with all operational and regulatory requirements.
Key Responsibilities
- Provide professional and customer focused communication when dealing with customers, overseas agents, carriers, and vendors.
- Respond promptly and accurately to customer enquiries, shipment requests, pricing requests, and operational queries.
- Coordinate and manage freight forwarding shipments from booking through to final delivery, ensuring all milestones are achieved.
- Maintain a thorough understanding of local customs regulations, import/export procedures, and documentation requirements to provide accurate guidance to customers.
- Act as the primary operational point of contact for customers regarding shipment status, exceptions, and service related matters.
- Liaise closely with origin and destination offices, overseas agents, carriers, and service providers to ensure smooth execution of shipments and timely resolution of issues.
- Coordinate with customs clearance teams to ensure all import and export shipments are processed efficiently and in compliance with local regulations.
- Manage relationships with third party logistics providers, transporters, and vendors for outsourced operational activities.
- Ensure accurate and timely data entry into operational systems, including shipment information, revenue recognition, cost accruals, and operational updates.
- Monitor shipment progress proactively and communicate status updates, delays, or exceptions to customers and stakeholders.
- Support the investigation and resolution of shipment discrepancies, including lost, damaged, or delayed cargo, and coordinate claims management where required.
- Ensure accurate billing in accordance with customer agreements and contractual pricing, while supporting timely invoice issuance and query resolution.
Qualifications, Experience and Skills
- Bachelor's degree or Diploma in Logistics, Supply Chain Management, Business Administration, International Trade, or a related field preferred.
- Professional certification in Freight Forwarding, Customs, Logistics, or Supply Chain Management is an advantage.
- 2–5 years of experience in Freight Forwarding, Logistics, Supply Chain, or Transportation Operations.
- Experience in Air Freight and/or Ocean Freight operations, including import and export shipments.
- Exposure to customs clearance processes, shipping documentation, and international trade requirements.
- Experience working with freight forwarding systems, transportation management systems (TMS), or ERP platforms.
- Experience coordinating with customers, overseas agents, carriers, and third party logistics providers.
- Strong understanding of freight forwarding operations, including shipment booking, documentation, customs processes, and cargo movement.
- Knowledge of Incoterms, international shipping practices, and freight forwarding procedures.
- Ability to prepare and review shipping documentation, including Bills of Lading, Air Waybills, commercial invoices, packing lists, and customs documents.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
- Experience using freight management systems and operational platforms for shipment tracking, billing, and reporting.
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