Customer Service Executive - Ocean - Thailand

We are seeking a service-minded and proactive Customer Service Executive to join our Ocean Freight team.

In this role, you will be the primary contact for our customers, handling their daily booking requests and ensuring they receive timely updates on their shipments.

You will work closely with the Operations team to ensure our service delivery meets client expectations.

Key Accountabilities

• Receive and process export/import booking requests from customers. Verify rates with the Pricing team and validate vessel space availability before confirming the booking to the client.
• Provide proactive shipment status updates to customers (e.g., vessel departure, arrival, delays). strict adherence to the Bad News First policy to manage expectations effectively.
• Respond to daily emails and phone calls from clients regarding flight/vessel schedules, documentation requirements, and general shipment queries within the agreed response time.
• Guide customers on the correct preparation of shipping documents (Invoice, Packing List) required for customs and clearance.
• Ensure all customer-facing milestones are updated in the operating system accurately and on time.
• Liaise with the Operations (Execution) Team to hand over special handling instructions (SOPs) for specific shipments.
• Act as the first line of response for customer complaints, resolving basic issues and escalating complex problems to the CS Supervisor/Manager.

Qualifications, Skills and Experience

• Bachelor's degree in Logistics, Business Administration, or a related field.
• 2-4 years of experience in a Customer Service or client-facing role within a Freight Forwarding company.
• Good understanding of Ocean Freight processes (FCL/LCL) and Incoterms.
• Strong service mindset with the ability to remain calm under pressure.
• Excellent communication skills in Thai and English (Written and Spoken).
• Proficiency in Microsoft Office (Outlook, Excel).

Equal Employment Opportunity (EEO)

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualification for this or other job vacancies.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future. In Asia Pacific, DP World employs more than 7,000 people and has ports and terminals in 17 locations.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE