Customer Service Executive

Translindo Group; Jakarta Pusat; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

A freight forwarding company in Jakarta seeks a dedicated Customer Service Executive. You will manage client relationships, respond to inquiries, and ensure smooth logistics operations. Key responsibilities include assisting with bookings, resolving issues, and maintaining excellent communication with stakeholders. The ideal candidate has 2-3 years of customer service experience in logistics and possesses exceptional communication and problem-solving skills. Join us to enhance customer satisfaction in a dynamic environment.

Qualifications

• Minimum of 2–3 years of experience in customer service within the freight forwarding or logistics industry.
• Strong communication skills for client and stakeholder engagement.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Promptly respond to customer inquiries regarding shipment status, quotes, bookings, and documentation.
• Build and maintain strong relationships with clients to ensure satisfaction.
• Act as the first point of escalation for complaints and service issues.
• Assist customers with booking shipments and process their orders accurately.
• Coordinate with internal teams and third-party contacts to align freight processes.

Skills

Exceptional verbal and written communication skills

Solid understanding of global logistics

Strong analytical and problem-solving skills

Meticulous attention to detail

Proficient in Microsoft Office (Word, Excel, Outlook)

Experience in customer service in logistics

Ability to multitask in a high-pressure environment

Job description

We are looking for a dedicated and customer-focused Customer Service Executive to join our freight forwarding team. This role serves as a primary contact for clients, ensuring a positive and transparent shipping experience from start to finish. The successful candidate will be responsible for managing a portfolio of accounts, promptly responding to customer inquiries regarding bookings, quotes, and documentation, and providing proactive status updates. Key duties include resolving any transit-related issues, maintaining excellent communication with clients and partners, and coordinating with internal and external stakeholders to guarantee a smooth logistics process.

Key duties and responsibilities

Client communication

• Inquiry handling: Promptly and accurately respond to customer inquiries regarding shipment status, quotes, bookings, and documentation via phone and email.
• Relationship management: Build and maintain strong, positive relationships with a portfolio of clients, ensuring high levels of customer satisfaction and loyalty.
• Problem resolution: Act as the first point of escalation for customer complaints and service issues, resolving problems related to delays, damage, or other transit complications.
• Information provider: Proactively provide customers with tracking updates, status reports, and essential information to keep them informed from origin to destination.

Operational coordination

• Booking and processing: Assist customers with booking shipments and accurately process their orders in the company’s system.
• Internal liaison: Coordinate with internal operations, sales, and billing teams to ensure all aspects of the freight process align with customer requirements.
• Third‑party communication: Communicate with overseas agents, carriers (shipping lines, airlines), and customs brokers to coordinate shipments.
• Document management: Prepare, verify, and organize all necessary shipping documents, such as bills of lading and customs forms, ensuring accuracy and timely submission.
• Record keeping: Maintain a systematic and efficient filing system for all client and shipment documents for easy retrieval.
• Reporting: Generate and analyze reports on customer satisfaction, shipment performance, and month‑end targets.
• Compliance: Ensure compliance with the customer’s specific Standard Operating Procedures (SOPs) and other regulatory requirements.

Skills and qualifications

• Communication skills: Exceptional verbal and written communication skills are essential for dealing with clients and various internal and external stakeholders.
• Logistics knowledge: A solid understanding of global logistics, shipping regulations, and documentation, including Incoterms.
• Problem‑solving: Strong analytical and problem‑solving skills to effectively and quickly handle unexpected issues or customer complaints.
• Attention to detail: Meticulous attention to detail is crucial for handling complex and multifaceted tasks, especially with documentation.
• Technical proficiency: Proficient in Microsoft Office (Word, Excel, Outlook).
• Experience: A minimum of 2–3 years of experience in customer service within the freight forwarding or logistics industry is often required.
• Adaptability: The ability to multitask and thrive in a fast‑paced, high‑pressure environment is highly valued.