KEY RESPONSIBILITIES:

Customer Service & Operations (CS)
• Coordinate and manage freight operations (Air, Sea and Land), including bookings with ocean carriers, co-loaders, truckers, etc.
• Monitor and track shipment milestones to ensure timely delivery and proactively address delays or discrepancies.
• Work closely with BD team to handle customers operational requirements.
• Acknowledge and respond to customer emails and correspondence within 24 hours.
• Perform data entry and maintain accurate and up-to-date information in the operating system.
• Update AP/AR records and submit vendors’ billing/invoices to the Finance Department for payment processing.
• Ensure all mandatory documentation is accurately filed for each job, referencing relevant quotations.
• Handle customer inquiries promptly, resolving issues efficiently to maintain high satisfaction levels.
• Maintain good relationships with existing clients and ensure a high level of customer satisfaction.
• Monitor and ensure compliance with departmental and individual KPIs.
• Ensure strict adherence to ISO 9001 policies and participate in internal and external audits as required.
• Perform any other task as assigned from time to time.

Client Management & Account Growth
• Actively manage and nurture existing client accounts to build long-term partnerships, retention and loyalty.
• Identify potential business growth opportunities within the assigned client portfolio through upselling and cross-selling of logistics services.
• Act as the primary point of contact for clients, coordinating between customer operational requirements and internal teams.
• Prepare competitive quotations, tenders and business proposals based on clients’ specific logistics requirements.

KEY REQUIREMENTS:
• Possess at least Diploma in Logistics/Supply Chain Management or equivalent;
• Minimum 2 years of working experience in the freight forwarding or logistics industry.
• Experience or strong interest in client relationship management, account management or customer retention.
• Experience in customs declaration will be an added advantage.
• Able to communicate effectively in Mandarin, English and Bahasa Melayu.
• Proficiency in Mandarin is mandatory as the role requires communication with Mandarin-speaking clients and teams.
• Customer-oriented with a strong problem-solving mindset and ability to work professionally under pressure.
• Working Location: Menara Zurich, No. 15 Jalan Dato Abdullah Tahir, 80300 Johor Bahru, Johor.