Freight Forwarding Customer Experience Specialist

ASIA MARINE LOGISTICS (M) SDN BHD; Selangor; On-site; MYR 24,000 - 42,000; Full time

Job summary

ASIA MARINE LOGISTICS (M) SDN BHD in Malaysia is seeking a dedicated Customer Service Specialist to support designated customers in the freight forwarding workflow. You will manage daily activities such as cargo tracking, document delivery, and cost verification, while reviewing shipment details and preparing quotes for internal teams.

You will monitor cargo status from booking to customs clearance, promptly inform customers of progress and issues, and respond to inquiries and complaints with

Qualifications

• 1 year+ customer service experience in freight forwarding or related industries; English or Mandarin language requirement.
• Proactive, with excellent customer service awareness and communication skills.
• Be careful and patient in work, with excellent multi-tasking and problem-solving abilities.
• Possess team spirit, be result-oriented, and able to work under certain pressure.

Responsibilities

• Be responsible for the daily maintenance of designated customers, providing full-process services such as cargo tracking, document delivery, and expense verification. Including: receiving and initially reviewing the cargo names and information provided by customers; sorting inquiry lists and coordinating internal quotations; initially reviewing customs clearance documents and bill of lading drafts.
• Proactively track the cargo dynamics throughout the process, from booking and loading to arrival and customs clearance, and timely and accurately feedback the progress and abnormalities to customers.
• Quickly and accurately respond to and handle customer inquiries and regular complaints to ensure high-standard response speed and service experience.
• Actively maintain customer relationships during the service process, understand customer needs, and assist the sales team in facilitating business opportunities.
• Ensure that all customer information, communication records, and transaction data are accurately and timely entered into the system.
• Assist the team in achieving relevant service indicators such as customer satisfaction and account collection rate.

Skills

Customer service

Communication

Multitasking

Problem solving

Teamwork

English

Mandarin

Job description

ASIA MARINE LOGISTICS (M) SDN BHD in Malaysia is seeking a dedicated Customer Service Specialist to support designated customers in the freight forwarding workflow. You will manage daily activities such as cargo tracking, document delivery, and cost verification, while reviewing shipment details and preparing quotes for internal teams.

You will monitor cargo status from booking to customs clearance, promptly inform customers of progress and issues, and respond to inquiries and complaints with