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1. Customer Service
Booking Handling
Receive and process booking requests from customers, agents, and sales teams.
Check flight/vessel schedules, space availability, and cut-off timelines.
Coordinate with airlines, shipping lines, co-loaders, and overseas agents to secure bookings.
Confirm booking details and transportation arrangements with customers.
Shipment Monitoring
Monitor shipment status from booking until cargo delivery completion.
Proactively update customers on shipment progress, including:
ETD / ETA
Delays or schedule changes
Arrival status
Operational issues or exceptions
Ensure all shipment timelines and deadlines are properly managed.
Trucking Coordination
Coordinate with trucking vendors to arrange cargo pick-up and delivery according to shipment schedules
Coordinate with warehouse teams regarding cargo readiness and loading schedules.
Provide trucking instructions and shipment details to drivers and related parties
Coordinate with trucking vendors, carrier and customers to ensure smooth cargo movement.
Issue Resolution
Coordinate with relevant parties to resolve operational issues, including:
Flight/vessel delays
Missing or incorrect documents
Booking cancellations or amendments
Disputes related to charges or shipment handling
Etc....
Provide timely support and solutions to customers throughout the shipment process.
Customer Relationship Management
Maintain good relationships with customers and business partners.
Respond to emails and inquiries professionally and promptly.
Support customers with service information, schedules, and shipping procedures.
2. Documentation
Documentation Preparation
Prepare and verify shipping documents, including:
HAWB / MAWB
House B/L / Master B/L
Shipping Instruction (SI)
Invoice
Packing List
Manifest
Arrival Notice
Debit Note / Credit Note/SOA
Ensure all documentation is accurate, complete, and submitted within required timelines.
Shipment Data Verification
Verify shipment information such as:
Shipper / Consignee details
Cargo quantity, weight, and dimensions
Commodity description
Routing and flight/vessel information
Ensure consistency between booking details and shipping documents.
Document Submission & Filing
Send pre-alerts and shipping documents to overseas agents and related parties on time.
Follow up on document confirmation and corrections when required.
Maintain organized filing and record management for all shipment documents.
3. Internal Coordination
Coordinate with Sales, Operations, Pricing and Accounting teams to ensure smooth shipment execution.
Support payment and billing follow-up before document/shipment release.
Maintain effective communication with internal departments.
4. Operational Control & Risk Management
Ensure shipments are executed in compliance with company SOPs, approved commercial terms, and operational procedures.
Verify shipment release requirements, documentation control, and applicable credit restrictions before cargo or document release.
Identify and escalate operational, financial, and compliance risks in a timely manner.
Coordinate with Sales and Accounting to follow up on outstanding receivables, payment commitments, and customer credit issues within assigned authority.
Investigate operational errors, customer complaints, and service failures, and implement preventive actions.
5. Team Leadership & Management
Lead, supervise, and allocate daily tasks to ensure team productivity, efficiency, and service quality.
Monitor team performance, workload, KPIs, and compliance with company SOPs.
Provide coaching, training, and guidance to develop team capabilities.
Oversee operational issues, documentation accuracy, risk control, and timely escalation.
Coordinate with relevant departments to ensure smooth operations and effective problem-solving.
Drive continuous improvement and take accountability for overall departmental performance.
6. Reporting & Continuous Improvement
Prepare daily operational updates and shipment status reports.
Escalate urgent operational issues to management in a timely manner.
Prepare periodic reports to the Board of Directors regarding:
Work performance
Risks
Service expansion opportunities
Other related reports
Propose improvements to customer service quality and operational efficiency.
Maintain professionalism and service mindset in all communications
Perform other tasks assigned by Management / Branch Director.