Customer Service Executive – Logistics

Job Title: Customer Service Executive – Logistics

Job Purpose

The Customer Service Executive is responsible for managing customer inquiries, bookings, shipment follow-ups, and issue resolution to ensure smooth logistics operations and a high level of customer satisfaction. This role acts as the main communication bridge between customers, operations, and overseas/local partners. As Pudong specializes in shipments to the U.S. market, most of the handled cargo will be related to U.S.-bound shipments.

Key Responsibilities

Customer Communication & Support

• Act as the first point of contact for customers on shipping, transport, and logistics services.
• Handle booking requests, shipping instructions, and documentation requirements.
• Respond promptly to inquiries regarding shipment status, schedules, and rates.

Operations Coordination

• Coordinate with internal departments (sales, operations, warehouse, documentation, billing) to ensure timely service delivery.
• Liaise with carriers, airlines, trucking companies, and overseas agents for smooth execution of shipments.
• Monitor and update customers on shipment progress (ETA/ETD, delays, exceptions).

Documentation & Compliance

• Verify and process shipping documents (BL/AWB, commercial invoice, packing list, customs papers).
• Ensure compliance with local and international trade regulations.
• Assist customers with claims, cargo insurance, or dispute resolution if necessary.

Problem Solving & Service Recovery

• Investigate and resolve shipment issues such as delays, damages, or misrouting.
• Provide solutions to customers while minimizing cost and service impact.

Reporting & Administration

• Maintain accurate records of customer interactions and shipments.
• Prepare weekly/monthly service performance reports.
• Support management in improving SOPs and customer experience.

Qualifications & Skills

• Bachelor’s degree in Logistics, Supply Chain, Business, or related field.
• 1&ndash years of experience in logistics/freight forwarding/shipping customer service (preferred).
• Experience in handling U.S.-bound shipments is an advantage.
• Strong communication skills in English (written & spoken); additional languages a plus.
• Good knowledge of Incoterms, shipping documentation, and international trade practices.
• Proficient in MS Office and logistics software (FAST).
• Ability to multitask, prioritize, and work under pressure.
• Customer-oriented mindset with problem-solving skills.

KPIs (Key Performance Indicators)

• Customer satisfaction & response time.
• Booking accuracy and on-time shipment handling.
• Reduction in complaints and service failures.
• Documentation accuracy and compliance rate.