Customer Service | Freight Forwarding

Position: Customer Service Executive

Industry: Freight Forwarding / Logistics

Experience: 2–3 Years

Employment Type: Full-time

We are looking for a Customer Service professional with experience in freight forwarding and shipping operations. The candidate will be responsible for coordinating with customers, shipping lines, agents, and internal teams to ensure smooth handling of shipments, timely documentation, and effective communication throughout the shipment lifecycle.

• Place and manage shipping bookings with shipping lines through online platforms, INTTRA, or manually when required.
• Coordinate with agents, shippers, and shipping lines regarding shipment status, bookings, cut-offs, and container gate-in status.
• Follow up with shippers for Shipping Instructions (SI) drafts and ensure timely submission.
• Coordinate with internal teams and inter-departmental stakeholders for import and export consignments handled by the team.
• Handle and coordinate cross-country / third-country shipments.
• Understand Switch Bill of Lading (Switch BL) processes and coordinate the documentation accordingly.
• Handle nomination shipments and ensure timely coordination with relevant parties.
• Support in sending rate quotations and checking online freight rates.
• Create and update job/shipment records in the system accurately and on time.
• Monitor shipment milestones and proactively communicate delays, changes, or issues to customers and relevant stakeholders.
• Maintain proper shipment documentation and ensure timely follow-up on pending activities.
• Provide responsive and professional customer service throughout the shipment process.

• Bachelor's degree in any discipline.
• 2–3 years of experience in Customer Service - Freight Forwarding.
• Good understanding of ocean freight and shipping line processes.
• Knowledge of booking platforms such as INTTRA will be an advantage.
• Understanding of Switch BL, nomination shipments, and cross-country/third-country shipments.
• Good written and email communication skills in English.
• Good working knowledge of computers and MS Office.
• Strong coordination, follow-up, and organizational skills.
• Customer-focused approach with a positive service mindset.
• Ability to work under pressure and manage multiple shipments simultaneously.
• Hardworking, patient, proactive, and detail-oriented.
• Ability to coordinate effectively with customers, agents, shipping lines, and internal departments.

The ideal candidate should have hands-on experience in freight forwarding customer service, be comfortable coordinating with multiple stakeholders, and have a strong understanding of shipping documentation and shipment processes. The candidate should be proactive in follow-ups and committed to providing timely and professional service to customers.