Customer Service

Job Purpose
The Customer Service Executive is responsible for managing customer inquiries, bookings, shipment follow-ups, and issue resolution to ensure smooth logistics operations and a high level of customer satisfaction. This role acts as the main communication bridge between customers, operations, and overseas/local partners. As Pudong specializes in shipments to the U.S. market, most of the handled cargo will be related to U.S.-bound shipments.
Customer Communication & Support
Act as the first point of contact for customers on shipping, transport, and logistics services.
Handle booking requests, shipping instructions, and documentation requirements.
Respond promptly to inquiries regarding shipment status, schedules, and rates.
Operations Coordination
Coordinate with internal departments (sales, operations, warehouse, documentation, billing) to ensure timely service delivery.
Liaise with carriers, airlines, trucking companies, and overseas agents for smooth execution of shipments.
Monitor and update customers on shipment progress (ETA/ETD, delays, exceptions).
Documentation & Compliance
Verify and process shipping documents (BL/AWB, commercial invoice, packing list, customs papers).
Ensure compliance with local and international trade regulations.
Assist customers with claims, cargo insurance, or dispute resolution if necessary.
Problem Solving & Service Recovery
Investigate and resolve shipment issues such as delays, damages, or misrouting.ư
Provide solutions to customers while minimizing cost and service impact.
Reporting & Administration
Maintain accurate records of customer interactions and shipments.
Prepare weekly/monthly service performance reports.
Support management in improving SOPs and customer experience.