Customer Service Executive, Freight 货代操作

Description

KEY RESPONSIBILITIES:

Customer Service & Operations (CS)

• Manage full-cycle freight operations (Air, Sea, and Land), including booking with ocean carriers, co-loaders, and truckers.
• Monitor and track shipment milestones to ensure timely delivery and proactively address any delays or discrepancies.
• Handle customer inquiries promptly, resolving issues efficiently to maintain high satisfaction levels.
• Responsible for data entry and data updating in the operating system.
• Work closely with BD team to handle customers operational requirements.
• Update AP/AR and to provide vendors’ billing/invoices to Finance department for payment processes
• Ensure all mandatory documentation is accurately filed for each job, referencing relevant quotations.
• Ensure strict adherence to ISO 9001 policies and participate in internal and external audits as required.
• Respond to all emails and correspondence within 24 hours.
• Monitor and ensure meeting departmental and individual performance KPIs.
• Perform any other tasks as assigned from time to time.

Client Management & Account Growth (Client Management)

• Actively manage and nurture existing client accounts to ensure long-term partnership, retention, and loyalty.
• Identify potential business growth within the assigned portfolio through upselling and cross-selling logistics services.
• Act as the primary point of contact for clients, bridging the gap between customer operational requirements and internal teams.
• Prepare competitive quotations, tenders, and business proposals based on clients' specific logistical needs.
• Monitor client satisfaction, gather feedback, and proactively resolve any account-level issues to optimize service quality.

KEY REQUIREMENTS:

• Possess at least Diploma or Bachelor/Degree in Logistics/Supply Chain Management or equivalent;
• Minimum 2 years of working experience in the freight forwarding or logistics industry.
• Proven experience or strong interest in client relationship management, account management, or customer retention.
• Experience in custom declaration will be added advantage.
• Must be able to communicate effectively in Mandarin, English and Bahasa Melayu. (Proficiency in Mandarin is mandatory as role required to deal with mandarin speaking clients/teams)
• Customer-centric, problem-solving mindset, and able to work professionally under pressure.
• Working Location: Menara Zurich, No. 15 Jalan Dato Abdullah Tahir, 80300 Johor Bahru, Johor.

Specialization: Manufacturing, Transport & Logistics

Hiring Company Brief

data-full-text='<div><div style="text-align:justify;"><div><div><strong>Sinotrans Logistics (M) Sdn Bhd</strong>, a fast-growing company, established in 2004, has its headquarters based in Shah Alam with a logistics network that covers the entire Malaysia geography. We serve as a one-stop logistics service provider with services in Freight Forwarding, Customs Clearance, Haulage, Warehousing, Trucking, Home Deliveries, Project Logistics, Cross-Border e-Commerce, Value Added Service and Supply Chain Financing. In Malaysia, we manage distribution centres by using SmartWMS (Smart Warehouse Management System), thousands of deliveries using SmartDMS (Smart Delivery Management System), and thousands of shipments using SmartCargo (Smart Freight Management System). </div><div> </div><div>Sinotrans actively participate in the “One Belt One Road” initiatives which provide cost-saving and value-added solutions to our clients. We are a subsidiary of a Hong Kong Public listed company and a China state-owned company.</div></div></div></div><div> </div>'