Job Description
1. Sales Support:
• Manage back-office operations including quotations, sales reports, booking updates, and responding to customer and agent inquiries.
• Support the Sales team in preparing service contracts, rate proposals, and monitoring accounts receivable.
• Coordinate with Procurement and Operations to gather rates and schedules for RFQs.
• Share customer feedback and insights to support business growth initiatives.
2. Operation Monitoring:
• Create and maintain SOPs and shipping instruction templates based on customer requirements.
• Collaborate closely with the Operations team to ensure service delivery aligns with customer expectations.
• Monitor booking and shipment updates, and follow up with teams as necessary.
• Maintain booking and consolidation tools to support operational efficiency.
3. Customer Care & Reporting:
• Provide regular updates to customers regarding shipment status and booking confirmations.
• Handle and resolve customer complaints promptly and professionally.
• Monitor and analyze customer volume and revenue trends and report findings to the Sales team.
• Maintain comprehensive records of customer interactions, feedback, and service performance.
• Ensure staff are equipped with tools and training to deliver exceptional customer service.
• Generate weekly reports on Customer Service activities and service quality; collaborate with overseas teams to ensure consistency and alignment.
Job Requirements
Education & Experience:
• Bachelor’s degree or higher from a recognized university.
• Minimum of 3 years of experience in the logistics/forwarding industry,
with in-depth operational knowledge.
• At least 1 year of experience in team management or supervisory roles.
• Proficiency in logistics systems related to bookings, documentation, shipping
insurance, and intranet tools.
• Familiarity with our client’s services is a plus.
Skills & Abilities:
• Proficient in MS Office applications (Outlook, Excel, Word, PowerPoint).
• Upper-intermediate English proficiency (other languages such as
Japanese, Chinese, or Korean are a plus).
• Strong interpersonal and customer service skills with the ability to build long-
term relationships.
• Analytical thinker with a solution-focused approach to problem-solving.
• Ability to work effectively under pressure in a fast-paced environment.
• Excellent communication and cross-functional collaboration skills.