Customer Service Executive

American President Lines; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company located in Petaling Jaya is seeking a Customer Service Executive to be the first point of contact for customers and transport providers. The role involves managing transport requests, monitoring shipment execution, and ensuring high service levels in a fast-paced environment. Candidates should have over 2 years of experience in freight forwarding and be familiar with logistics processes. This position offers growth opportunities within a diverse global organization.

Qualifications

• 2+ years’ experience in transport management or freight forwarding, preferably in an international setting.
• Hands-on experience in a Control Tower or 4PL environment.
• Knowledge in airfreight operations and oversize cargo is advantageous.

Responsibilities

• Act as the first point of contact for customers and other stakeholders.
• Handle customer transport requests and documentation.
• Manage transport bookings and spot quotations.
• Monitor shipment execution and service levels.
• Log incidents and follow up on corrective actions.

Skills

Transport management

Freight forwarding

MS Office

Supply Chain Management knowledge

Operational experience

Tools

Freight forwarding IT systems

Job description

Petaling Jaya, MY

Overview

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees across 1,500 sites, we are a Top 5 global 3PL. We engage and empower our diverse, global team to co-create value with customers through solutions in contract logistics and air, ocean, ground, and finished vehicle transport. We offer a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement. Dare to Grow with us as we shape the future of global logistics.

Role location and title:

Customer Service Executive

As part of a global organization within the CMA CGM Group, we value diverse experiences and abilities to reflect the cultures and knowledge of our customers. Please note: legitimate CEVA Logistics recruitment processes include communication through recognized professional networks or official company email addresses.

Responsibilities

• Act as the first point of contact for customers, transport providers, suppliers and other supply chain stakeholders during day-to-day operations
• Handle customer transport requests and related documentation, including data entry into affected IT systems
• Manage transport bookings with service providers according to specified schedules and routings
• Manage spot quotations with appointed service providers where necessary
• Liaise with shipment origin and destination stakeholders on timely collection and delivery, including provision of required pre-alert information
• Monitor and track shipment execution to ensure adherence to agreed service levels
• Ensure tracking event updates (milestones) are provided on time and correctly by suppliers and carriers
• Follow up on missing events and investigate data inconsistencies
• Handle customer requests and supply chain incidents/disruptions in line with agreed service levels
• Log and categorize incidents, conduct root cause analysis on deviations, and follow up on corrective actions
• Collect data to support management of financial claims for lost/damaged shipments
• Proactively alert customer teams in case of deviations and suggest alternative solutions
• Highlight issues to team leads and relevant stakeholders in a timely manner
• Monitor transport provider service quality and provide input to management
• Support periodical reporting and reviews; assist in analysis of standard KPIs and identify improvement opportunities
• Support internal projects and additional tasks as defined by management

Qualifications

• 2+ years’ experience in transport management / freight forwarding, preferably in an international setting
• Operational hands-on experience in a similar role, ideally in a Control Tower or 4PL environment
• Knowledge in airfreight operations, AOG and oversize cargo is advantageous
• General understanding of Supply Chain Management concepts and logistics processes
• Good command of MS Office (Word, Excel, PowerPoint); experience with freight forwarding IT systems is desirable
• Must be willing to work on a 24/7 rotational shift

EOE: We are an equal opportunity employer and value diversity in our workforce.