Customer Service & Documentation Executive (End-To-End Logistics Solutions)

1. Customer Service

Booking Handling

• Receive and process booking requests from customers, agents, and sales teams.
• Check flight/vessel schedules, space availability, and cut-off timelines.
• Coordinate with airlines, shipping lines, co-loaders, and overseas agents to secure bookings.
• Confirm booking details and transportation arrangements with customers.

Shipment Monitoring

• Monitor shipment status from booking until cargo delivery completion.
• Proactively update customers on shipment progress, including:
• ETD / ETA
• Delays or schedule changes
• Arrival status
• Operational issues or exceptions
• Ensure all shipment timelines and deadlines are properly managed.

Trucking Coordination

• Coordinate with trucking vendors to arrange cargo pick-up and delivery according to shipment schedules
• Coordinate with warehouse teams regarding cargo readiness and loading schedules.
• Provide trucking instructions and shipment details to drivers and related parties
• Coordinate with trucking vendors, carrier and customers to ensure smooth cargo movement.

Issue Resolution

• Coordinate with relevant parties to resolve operational issues, including:
• Flight/vessel delays
• Missing or incorrect documents
• Booking cancellations or amendments
• Disputes related to charges or shipment handling
• Etc….
• Provide timely support and solutions to customers throughout the shipment process.

Customer Relationship Management

• Maintain good relationships with customers and business partners.
• Respond to emails and inquiries professionally and promptly.
• Support customers with service information, schedules, and shipping procedures.

2. Documentation

• Documentation Preparation
• Prepare and verify shipping documents, including:
• HAWB / MAWB
• House B/L / Master B/L
• Shipping Instruction (SI)
• Invoice
• Packing List
• Manifest
• Arrival Notice
• Debit Note / Credit Note/SOA
• Ensure all documentation is accurate, complete, and submitted within required timelines.

Shipment Data Verification

• Verify shipment information such as:
• Shipper / Consignee details
• Cargo quantity, weight, and dimensions
• Commodity description
• Routing and flight/vessel information
• Ensure consistency between booking details and shipping documents.

Document Submission & Filing

• Send pre-alerts and shipping documents to overseas agents and related parties on time.
• Follow up on document confirmation and corrections when required.
• Maintain organized filing and record management for all shipment documents.

3. Internal Coordination

• Coordinate with Sales, Operations, Pricing and Accounting teams to ensure smooth shipment execution.
• Support payment and billing follow-up before document/shipment release.
• Maintain effective communication with internal departments.

4. Operational Control & Risk Management

• Ensure shipments are executed in compliance with company SOPs, approved commercial terms, and operational procedures.
• Verify shipment release requirements, documentation control, and applicable credit restrictions before cargo or document release.
• Identify and escalate operational, financial, and compliance risks in a timely manner.
• Coordinate with Sales and Accounting to follow up on outstanding receivables, payment commitments, and customer credit issues within assigned authority.
• Investigate operational errors, customer complaints, and service failures, and implement preventive actions.

5. Team Leadership & Management

• Lead, supervise, and allocate daily tasks to ensure team productivity, efficiency, and service quality.
• Monitor team performance, workload, KPIs, and compliance with company SOPs.
• Provide coaching, training, and guidance to develop team capabilities.
• Oversee operational issues, documentation accuracy, risk control, and timely escalation.
• Coordinate with relevant departments to ensure smooth operations and effective problem-solving.
• Drive continuous improvement and take accountability for overall departmental performance.

6. Reporting & Continuous Improvement

• Prepare daily operational updates and shipment status reports.
• Escalate urgent operational issues to management in a timely manner.
• Prepare periodic reports to the Board of Directors regarding:
• Work performance
• Risks
• Service expansion opportunities
• Other related reports
• Propose improvements to customer service quality and operational efficiency.
• Maintain professionalism and service mindset in all communications
• Perform other tasks assigned by Management / Branch Director.

Yêu cầu công việc

REQUIREMENTS

Education

• Diploma or Bachelor’s degree in:

• Logistics
• Import-Export
• International Business
• Foreign Trade
• Or related fields

Experience

• Minimum 5 year of experience in Customer Service or Documentation within logistics, freight forwarding

• Customs and others relating to operation experience is an advantage.

Skills

• Good communication and customer service skill

• Strong attention to detail and organizational ability.

• Ability to work under pressure and manage multiple shipments simultaneously.

• Problem analysis and problem-solving

• Self-motivated, responsible and teamwork spirit

• Solid computer skills with the ability to learn new systems quickly.

Language

• Good command of English for daily communication (both written and spoken) is required.

Quyền lợi

• Thưởng: Lương tháng 13, thưởng tết và các dịp lễ
• Giải thưởng: Best performance, Best KPI, Best customer service, Star of month
• Cơ hội du lịch: Company trip