Customer Service ( Forwarding & SHipping )

EXCEL FREIGHT MANAGEMENT SDN BHD; Kulai; On-site; MYR 28,000 - 50,000; Full time

Job summary

EXCEL FREIGHT MANAGEMENT SDN BHD is seeking a Customer Service representative for Forwarding & Shipping based in Senai, Johor. You will be the primary contact for clients, handling inquiries, quotations, and shipment coordination to ensure on-time delivery and customer satisfaction.

The role requires experience in freight forwarding or logistics, strong communication skills in English and Bahasa, and the ability to manage multiple shipments and documentation accurately.

Qualifications

• Experience in customer service within freight forwarding, shipping, or logistics.
• Knowledge of freight forwarding processes and shipping documentation is a plus.
• Excellent communication skills in Bahasa and English; additional languages advantageous.

Responsibilities

• Handle client enquiries relating to freight forwarding, rates, and cargo services via phone, email, and other channels.
• Provide quotations and pricing information for freight forwarding and shipping services.
• Process and coordinate shipments, including documentation, booking confirmations, and delivery arrangements.
• Liaise with logistics partners, shipping lines, and warehouse facilities for smooth cargo movement and on-time delivery.
• Maintain detailed records of client communications, shipment status, and transaction histories.
• Resolve client complaints and escalate complex matters when necessary.
• Update clients on shipment progress and provide tracking information.
• Prepare and manage shipping documentation including bills of lading, commercial invoices, and customs declarations.
• Ensure compliance with freight forwarding regulations and industry standards.
• Support the sales team with client information and feedback.

Skills

Customer service experience

Logistics knowledge

Multitasking

Communication

Documentation

Incoterms familiarity

Teamwork

Bilingual English/Bahasa

Education

Freight forwarding knowledge (benefit)

Tools

Freight management software

Shipping systems

Job description

Customer Service ( Forwarding & Shipping )

About us

EXCEL FREIGHT MANAGEMENT SDN BHD is a leading freight and cargo forwarding company specialising in logistics solutions across regional and international markets. We pride ourselves on delivering exceptional service to our clients through dedicated expertise, innovative processes, and a commitment to excellence. Our team is built on professionalism, reliability, and a customer-first approach that has established us as a trusted partner in the freight forwarding industry.

About the role

We are seeking a Customer Service representative for our Freight Forwarding and Shipping operations based in Senai, Johor. This is a full-time position that plays a crucial role in maintaining our reputation for outstanding client support and operational efficiency. As a Customer Service professional in our forwarding and shipping department, you will be the primary point of contact for clients, ensuring their freight and cargo requirements are met with precision and professionalism. This role is essential to our business success, as it directly impacts client satisfaction, retention, and our ability to deliver competitive shipping solutions.

Key responsibilities

• Handle incoming client enquiries relating to freight forwarding, shipping rates, and cargo services via phone, email, and other communication channels
• Provide quotations and pricing information for freight forwarding and shipping services, ensuring accuracy and competitiveness
• Process and coordinate shipments, including documentation, booking confirmations, and delivery arrangements
• Liaise with logistics partners, shipping lines, and warehouse facilities to ensure smooth cargo movement and on-time delivery
• Maintain detailed records of client communications, shipment status, and transaction histories
• Resolve client complaints and issues promptly, escalating complex matters to management when necessary
• Update clients on shipment progress and provide tracking information proactively
• Prepare and manage shipping documentation, including bills of lading, commercial invoices, and customs declarations
• Ensure compliance with freight forwarding regulations and industry standards
• Support the sales team with client information and feedback to enhance service offerings

What we're looking for

• Proven experience in customer service within the freight forwarding, shipping, or logistics industry (fresh graduates are welcomed.)
• If have knowledge of freight forwarding processes, shipping documentation, and cargo handling procedures is good
• Excellent communication skills in Bahasa, English and other languages is advantageous
• Proficiency with freight management software and shipping systems
• Ability to multitask and manage multiple client enquiries simultaneously whilst maintaining accuracy
• Strong problem-solving skills and a proactive approach to resolving client issues
• Attention to detail, particularly with documentation and data entry
• Professional demeanour with excellent interpersonal and customer relationship management skills
• Familiarity with international shipping terms, incoterms, and customs regulations
• Ability to work collaboratively within a team environment and contribute to departmental goals

What we offer

We offer a competitive remuneration package commensurate with experience and qualifications. Our benefits include opportunities for professional development and career advancement within our growing organisation. We foster a collaborative, supportive work environment where your contributions are valued and recognised. We are committed to maintaining a healthy work-life balance for our employees and provide a professional workplace with modern facilities in Senai, Johor. We welcome applications from individuals seeking a stable, rewarding career in the freight forwarding and shipping industry.