Customer Service Representative

2 weeks ago

Johor Bahru, Johor, Malaysia AWOT GROUP CORPORATION Full time 25,000 - 50,000 per year

Key Responsibilities & Daily Duties

The job scope can be divided into several key areas:

1. Customer Liaison & Communication

  • First Point of Contact: Handle all customer inquiries via email, phone, and live chat regarding shipping rates, transit times, documentation, and shipment status.
  • Proactive Updates: Provide clients with regular, proactive updates on their shipment status (e.g., departed origin, arrived at port, customs cleared, out for delivery).
  • Issue Resolution: Act as the first line of support for any problems or delays (e.g., port congestion, customs holds, carrier issues). Investigate the root cause and communicate solutions and alternatives to the client.
  • Manage Expectations: Clearly explain processes, potential challenges, and requirements to clients, setting realistic expectations.

2.  Booking Management

  • Shipment Booking: Once a quote is accepted, formally book the cargo space with the chosen carrier (shipping line, airline, or trucking company).
  • Booking Confirmation: Secure and forward the Booking Confirmation (BN) or Shipping Instructions (SI) to the client and internal operations teams.

3. Documentation Handling (Critical & Detail-Oriented)

  • Prepare Shipping Documents: Create and verify essential shipping documents, which may include:
  • House Bill of Lading (HBL) or Air Waybill (AWB)
  • Commercial Invoice
  • Packing List
  • Certificate of Origin
  • Customs Declarations (for some regions)
  • Document Accuracy: Meticulously check all documents provided by the client and generated internally for accuracy and completeness to prevent costly delays and customs issues.
  • Document Distribution: Ensure all required documents are sent to the correct parties (client, consignee, overseas agent, customs broker) in a timely manner.

4. Coordination & Operations Support

  • Internal Coordination: Work closely with the internal operations team to ensure the physical movement of the cargo aligns with the plan.
  • External Coordination: Liaise with carriers (shipping lines, airlines), truckers, warehouse staff, and overseas agents to coordinate the end-to-end movement.
  • Track & Trace: Continuously monitor the progress of shipments from pickup to final delivery using tracking systems and carrier websites.

5. Accounting & Administrative Tasks

  • Invoice Verification: Check and verify invoices from carriers and vendors before they are sent to the accounting department.
  • Customer Invoicing: Prepare and issue accurate invoices to the client for all services rendered.
  • Payment Follow-up: Occasionally follow up on outstanding payments from clients.
  • Data Entry & Filing: Meticulously enter shipment data into the company's software system (e.g., CargoWise, ERP systems) and maintain organized digital files for each shipment.

Required Skills & Competencies

  • Excellent Communication Skills: Both verbal and written. Must be clear, professional, and empathetic, especially under pressure.
  • Problem-Solving Skills: Ability to think quickly, identify issues, and find practical solutions when things don't go according to plan.
  • Extreme Attention to Detail: A single typo on a Bill of Lading can cause massive delays and storage fees.
  • Organizational & Time Management Skills: Must juggle multiple shipments and clients simultaneously, prioritizing tasks effectively.
  • Customer-Oriented Mindset: A genuine desire to help clients and provide a high level of service.
  • Resilience & Stress Management: The logistics industry is fast-paced and prone to unexpected disruptions. Remaining calm is key.
  • Team Player: Must collaborate seamlessly with colleagues in operations, sales, and accounting.

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