Indoor Sales & Customer Service Executive (Freight Forwarding & 3PL)

Nippon Express (M) Sdn Bhd; Shah Alam; On-site; MYR 45,000 - 73,000; Full time

Job summary

Nippon Express (M) Sdn Bhd in Malaysia is seeking a Sales Support specialist to handle customer enquiries, RFQs, and bookings for freight forwarding and 3PL services. You will coordinate with internal teams to ensure timely delivery and accurate quotations.

The role requires 2–4 years in freight/logistics, strong communication, and proficiency in Excel. Fluency in English is essential, and familiarity with CargoWise is an advantage.

Qualifications

• Diploma or Degree in Logistics, Supply Chain Management, Business Administration or a related discipline.
• 2–4 years of experience in freight forwarding, logistics, 3PL, indoor sales or customer service.
• Practical knowledge of freight forwarding and logistics operations, including Air and Ocean Freight, trucking and warehousing.
• Understanding of basic 3PL activities such as warehousing, inventory management, distribution and value-added services.
• Familiarity with Incoterms, freight quotations and common shipping documentation.

Responsibilities

• Handle enquiries, RFQs and booking requests from existing and potential customers for freight forwarding and 3PL services.
• Prepare quotations for Air Freight, Ocean Freight (FCL/LCL), trucking, warehousing, contract logistics, customs clearance and other related logistics services.
• Work with pricing teams, carriers, transporters, overseas agents and service providers to obtain competitive rates and prepare accurate customer quotations.
• Follow up on quotations and enquiries, understand customer requirements and convert suitable opportunities into confirmed business.
• Support customers with logistics solutions covering warehousing, inventory handling, distribution, transportation, cross-border delivery and other value-added services.
• Coordinate with operations, warehouse, transport and overseas teams to ensure that confirmed shipments and 3PL services are executed according to customer requirements.

Skills

Communication skills

Customer service

Follow-up

English proficiency

Education

Diploma or Degree in Logistics, Supply Chain Management, Business Administration or a related discipline

Tools

CargoWise

Microsoft Excel

Job description

To support sales growth and customer retention by handling customer enquiries, preparing freight and 3PL quotations, following up on sales opportunities, and coordinating with internal and external parties to ensure smooth delivery of logistics services.

Key Responsibilities

Customer Enquiries & Sales Support: Handle enquiries, RFQs and booking requests from existing and potential customers for freight forwarding and 3PL services.

Freight & 3PL Quotations: Prepare quotations for Air Freight, Ocean Freight (FCL/LCL), trucking, warehousing, contract logistics, customs clearance and other related logistics services.

Rate & Cost Coordination: Work with pricing teams, carriers, transporters, overseas agents and service providers to obtain competitive rates and prepare accurate customer quotations.

Sales Follow-Up: Follow up on quotations and enquiries, understand customer requirements and convert suitable opportunities into confirmed business.

3PL Solutions: Support customers with logistics solutions covering warehousing, inventory handling, distribution, transportation, cross-border delivery and other value-added services.

Shipment & Service Coordination: Coordinate with operations, warehouse, transport and overseas teams to ensure that confirmed shipments and 3PL services are executed according to customer requirements.

Customer Communication: Provide timely updates on shipment status, delivery arrangements, warehouse activities, delays and other service matters.

Account Development: Maintain good relationships with existing customers and identify opportunities to introduce additional freight forwarding and 3PL services.

Issue Resolution: Assist in resolving operational, documentation, quotation, billing and service-related issues and follow through until closure.

System & Documentation: Maintain accurate customer, quotation, rate and shipment information in the company's systems and CRM.

Requirements & Qualifications

Diploma or Degree in Logistics, Supply Chain Management, Business Administration or a related discipline.

2–4 years of experience in freight forwarding, logistics, 3PL, indoor sales or customer service.

Practical knowledge of freight forwarding and logistics operations, including Air and Ocean Freight, trucking and warehousing.

Understanding of basic 3PL activities such as warehousing, inventory management, distribution and value-added services.

Familiarity with Incoterms, freight quotations and common shipping documentation.

Strong communication, customer service and follow-up skills.

Good commercial awareness with the ability to understand customer requirements and identify suitable logistics solutions.

Good command of English and proficiency in Microsoft Office, particularly Excel.

Experience with CargoWise or other freight/logistics systems will be an advantage.

Key Performance Indicators (KPIs)

Quotation Turnaround Time: Timely response to customer enquiries and RFQs.

Quote-to-Booking Conversion: Successful conversion of quotations and sales enquiries into confirmed business.

Sales & Gross Profit: Contribution to freight forwarding and 3PL sales and gross profit targets.

Customer Retention: Maintaining strong service levels and relationships with existing customers.

Service Accuracy: Accuracy of quotations, bookings, documentation and billing information.

Issue Resolution: Timely follow-up and closure of customer and operational issues.

Nippon Express is the global market leader in the international logistics industry; offering expertise in air and ocean freight, overland transport, contract logistics solutions as well as warehousing services. We offer sophisticated logistical solutions backed by the world; largest global logistics network with more than 460 offices and warehouses together with our highly trained human resources and well organized support from our own IT system. We continue to be one of the world's leading global logistics provider offering tailor-made services to best suit our clients' everyday needs.