Customer Service Officer

Job Responsibilities:

Customer Service & Account Management:

• Act as the primary point of contact for key customers, handling complex import/export inquiries and escalations.
• Provide professional consultation on shipping schedules, customs clearance, freight rates, and regulatory compliance.
• Build and maintain strong relationships with customers, suppliers, and international partners.
• Resolve customer complaints effectively, ensuring high service levels and client satisfaction.
• Train and mentor junior customer service officers to improve team performance.

Import & Export Operations Coordination:

• Oversee the end-to-end import/export process, ensuring smooth cargo movement and timely delivery.
• Liaise with freight carriers, customs brokers, warehouse teams, and suppliers to coordinate shipments.
• Monitor and ensure compliance with international trade regulations, customs laws, and Incoterms.
• Proactively identify potential shipping issues and provide solutions to minimize delays and costs.

Documentation & Compliance:

• Ensure accuracy in all shipping documents, including bills of lading (B/L), commercial invoices, packing lists, and customs declarations.
• Review and validate documentation for customs clearance, regulatory compliance, and trade finance.

Shipment Tracking & Reporting:

• Monitor shipment movements, track key performance indicators (KPIs), and report on service efficiency.
• Analyze shipping trends, identify process improvements, and recommend cost-saving measures.
• Prepare performance reports for management and provide insights on service optimization.

Job Requirements:

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum 5 years of experience in Air/Ocean Import and Export, freight forwarding, logistics, or import/export operations.
• Strong knowledge of international shipping, customs clearance, and regulatory requirements.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and logistics software (e.g., CargoWise, SAP, or other TMS).
• Excellent communication, problem-solving, and negotiation skills.
• Ability to work independently, handle high-pressure situations, and make quick decisions.
• Fluency in English and Mandarin because have to communicate with international client.