Customer Service Officer

23 hours ago

Penang, Malaysia Career Wise Full time 40,000 - 80,000 per year


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.

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