Customer Service Officer (Freight Industry)

Career Wise; Penang; On-site; MYR 40,000 - 60,000; Full time

Job summary

A logistics service provider in Malaysia is seeking a Customer Service Officer to manage import/export inquiries and operations. Candidates should have at least 5 years of experience in freight forwarding with a strong grasp of customs clearance and excellent communication skills in English and Mandarin. The role involves ensuring document accuracy, resolving customer issues, and collaborating with multiple stakeholders to ensure smooth operations. This opportunity offers a dynamic work environment and the chance to develop strong professional relationships.

Qualifications

• Minimum 5 years of experience in Air/Ocean Import and Export or freight forwarding.
• Strong knowledge of customs clearance and regulatory requirements.
• Ability to handle high-pressure situations effectively.

Responsibilities

• Act as the primary point of contact for key customers handling inquiries.
• Oversee end-to-end import/export process ensuring timely delivery.
• Ensure accuracy in all shipping documents for customs compliance.

Skills

Excellent communication

Problem-solving

Negotiation skills

Proficiency in Microsoft Office

Fluency in English and Mandarin

Education

Diploma or Bachelor's in Logistics, Supply Chain Management, or Business Administration

Tools

CargoWise

SAP

Job description

About the job Customer Service Officer (Freight Industry)

Job Responsibilities:

Customer Service & Account Management:

• Act as the primary point of contact for key customers, handling complex import/export inquiries and escalations.
• Provide professional consultation on shipping schedules, customs clearance, freight rates, and regulatory compliance.
• Build and maintain strong relationships with customers, suppliers, and international partners.
• Resolve customer complaints effectively, ensuring high service levels and client satisfaction.
• Train and mentor junior customer service officers to improve team performance.

Import & Export Operations Coordination:

• Oversee the end-to-end import/export process, ensuring smooth cargo movement and timely delivery.
• Liaise with freight carriers, customs brokers, warehouse teams, and suppliers to coordinate shipments.
• Monitor and ensure compliance with international trade regulations, customs laws, and Incoterms.
• Proactively identify potential shipping issues and provide solutions to minimize delays and costs.

Documentation & Compliance:

• Ensure accuracy in all shipping documents, including bills of lading (B/L), commercial invoices, packing lists, and customs declarations.
• Review and validate documentation for customs clearance, regulatory compliance, and trade finance.

Shipment Tracking & Reporting:

• Monitor shipment movements, track key performance indicators (KPIs), and report on service efficiency.
• Analyze shipping trends, identify process improvements, and recommend cost‑saving measures.
• Prepare performance reports for management and provide insights on service optimization.

Job Requirements:

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum 5 years of experience in Air/Ocean Import and Export, freight forwarding, logistics, or import/export operations.
• Strong knowledge of international shipping, customs clearance, and regulatory requirements.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and logistics software (e.g., CargoWise, SAP, or other TMS).
• Excellent communication, problem‑solving, and negotiation skills.
• Ability to work independently, handle high‑pressure situations, and make quick decisions.
• Fluency in English and Mandarin because have to communicate with international client.