Customer Service Representative

Job Summary

The Customer Service Representative is responsible for providing exceptional customer support by managing shipment inquiries, preparing freight quotations, coordinating deliveries, and ensuring timely communication with clients. The role requires experience in cargo logistics, shipment pricing, and coordination with operations to ensure efficient and accurate service.

Key Responsibilities

• Respond promptly to customer inquiries regarding shipment status, freight rates, and logistics services.
• Prepare and provide accurate shipment quotations based on customer requirements.
• Coordinate with operations, warehouse, and transport teams to ensure timely pickup and delivery of shipments.
• Monitor shipment progress and proactively provide updates to customers.
• Handle customer concerns, complaints, and service issues professionally and efficiently.
• Process booking requests and maintain accurate shipment records.
• Verify shipping documents and ensure compliance with company policies and customer requirements.
• Build and maintain strong relationships with clients to ensure customer satisfaction and retention.
• Coordinate with sales and other departments to support customer requirements and business objectives.
• Prepare reports related to customer transactions, shipment status, and service performance.
• Perform other duties assigned by the immediate supervisor.

Qualifications

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• At least 1–3 years of experience in customer service within the cargo, freight forwarding, or logistics industry.
• Experience preparing shipment quotations and freight pricing (air, sea, or land freight is an advantage).
• Knowledge of cargo logistics operations, shipping documentation, and transportation processes.
• Proficient in Microsoft Office applications (Excel, Word, Outlook).
• Experience using logistics, freight forwarding, or ERP systems is an advantage.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and organizational skills.
• Ability to work under pressure and manage multiple customer transactions simultaneously.

Preferred Skills

• Knowledge of domestic and international shipping procedures.
• Familiarity with freight costing, tariffs, and shipment pricing.
• Strong attention to detail and accuracy.
• Ability to coordinate effectively with internal teams and external clients.
• Positive attitude with a customer-focused mindset.