Customer Service Executive - Logistics & Supply Chain

Job Summary
We are seeking a proactive and customer-oriented Customer Service Executive to support our logistics operations and ensure a seamless customer experience. The successful candidate will act as the key contact point between customers, carriers, warehouses, and internal teams, ensuring shipments are delivered efficiently while maintaining high service standards.
Key Responsibilities
Customer Service & Communication
• Serve as the primary point of contact for customers regarding shipment status, delivery schedules, and logistics inquiries.
• Build and maintain strong relationships with customers by providing timely and professional support.
• Handle customer complaints, claims, and service issues, ensuring prompt resolution and customer satisfaction.
• Proactively communicate shipment delays, disruptions, and corrective actions.
Order & Shipment Management
• Coordinate end-to-end shipment processes, including booking, documentation, tracking, and delivery.
• Monitor shipment progress and ensure compliance with customer requirements and service level agreements (SLAs).
• Work closely with transportation providers, warehouses, customs brokers, and overseas agents to ensure smooth operations.
• Update customers with accurate shipment tracking information and milestone reports.
Documentation & Data Management
• Prepare and verify shipping documents, including invoices, packing lists, bills of lading, delivery orders, and customs-related documents.
• Ensure all shipment records are accurate and maintained in the logistics management system.
• Generate operational and customer service reports as required.
Coordination & Problem Solving
• Collaborate with Operations, Sales, Warehouse, and Transportation teams to resolve shipment-related issues.
• Identify potential risks affecting delivery performance and recommend preventive actions.
• Support process improvement initiatives to enhance customer satisfaction and operational efficiency.