Senior Customer Service

1 day ago

Greater Kuala Lumpur, Malaysia Stark Chevaliers Logistics Full time

Company Description

Stark Chevaliers Logistics (Stark) is a distinguished logistics company headquartered in Kuala Lumpur, with over 20 years of experience in the industry. We specialize in providing a comprehensive range of logistics services, including air, sea, road, rail transport, warehousing, customs brokerage, cross-border logistics, project shipment, event logistics, and oil & gas logistics. Operating in Malaysia, Singapore, Thailand, Vietnam, and internationally, Stark is known for its reliable and cost-effective solutions. Our unique combination of extensive experience, exceptional service, and advanced technology has allowed us to consistently exceed client expectations. At Stark, we are committed to supporting our clients' logistics needs with unmatched quality and expertise.

Role Description

This is a full-time, on-site role located in Greater Kuala Lumpur for a Senior Customer Service & Support – Air & Sea Freight. The successful candidate will manage customer inquiries, ensure excellent customer service and satisfaction, communicate effectively with clients to address their logistics needs, and ensure the seamless execution of air and sea freight operations. They will coordinate with cross-functional teams, resolve delivery issues effectively, manage customer accounts, and maintain documentation for accuracy and compliance.

Key Responsibilities:

  • Draft, create, and handle 
    AWB / BL (Air Waybill & Bill of Lading)
     independently
  • Provide 
    real-time shipment status updates
     to customers
  • Update all shipment activities 
    accurately in job/shipment software
  • Coordinate with Liners, LCL Consoles, Airlines, and GSAs
  • Manage operations strictly from a Customer Service perspective
  • (No physical/actual operations – vendors are already appointed; coordination only)
  • Coordinate closely with existing vendors
     to ensure smooth shipment flow
  • Introduce and assist in 
    onboarding new vendors
     when required
  • Liaise with 
    Customs Brokerage companies
  • Well-versed with Customs (Kastam) forms and procedures
  • Manage coordination with Airline Cargo Handling teams
  • Engage and coordinate with transport companies
     for pickup and delivery
  • Handle 
    door-to-door shipments
  • Perform shipment bookings
     with airlines and shipping lines
  • Prepare 
    quotations and costing
     (extra advantage)
  • Ensure proper 
    documentation control and costing accuracy
  • Lead and guide the customer service team
  • Maintain high customer service standards
     and timely communication

Required Knowledge & Skills (Mandatory):

  • Must be well-versed with Incoterms (Import & Export)
  • Proven experience in Air & Sea Freight Forwarding
  • Strong understanding of freight documentation and coordination
  • Ability to work independently without supervision
  • Strong coordination, communication, and follow-up skills
  • Accountable, well-organized, and detail-oriented
  • Capable of handling end-to-end customer requirements

Experience Level:

  • Senior Level:
     Proven experience in 
    Air & Sea Freight Customer Service

Qualifications:

  • Diploma or Bachelor's Degree in 
    Logistics, Supply Chain, Business Administration
    , or a related field
  • Minimum 4–7 years
     experience in 
    Air & Sea Freight Customer Service / Forwarding
  • Hands-on experience in AWB / BL creation and shipment documentation
  • Experience dealing with customs brokerage, airlines, liners, and transporters
  • AITA certification or experience is a plus point

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