Customer Focus Executive (Freight)

Job Overview:

We are seeking a dedicated and customer-focused Customer Focus Executive (Freight) to join our team. The ideal candidate will be the primary point of contact for our customers regarding freight inquiries, bookings, and shipment tracking. You will coordinate with internal teams, carriers, and external vendors to ensure timely and efficient cargo movement while delivering exceptional customer service.

This role requires strong communication, problem-solving, organizational skills, and a keen attention to detail, particularly in billing and invoicing. You will be responsible for handling customer complaints, preparing shipping documents, monitoring shipment progress, and supporting sales teams. You will also play a key role in the billing process, ensuring accuracy and compliance with company standards.

Key Responsibilities:

1. Customer Interaction and Support: Act as the main point of contact for customers, addressing inquiries, bookings, and providing updates on shipment tracking and delivery status.
2. Coordination and Collaboration: Work closely with internal teams, carriers, and external vendors to ensure efficient and timely movement of cargo, meeting customer expectations.
3. Complaint Resolution: Handle customer complaints promptly and professionally, resolving issues to enhance customer satisfaction and service experience.
4. Documentation and Compliance: Prepare, review, and ensure accuracy in shipping documents, including invoices, bills of lading, and import/export documentation. Ensure compliance with industry regulations and customs requirements.
5. Shipment Monitoring and Updates: Continuously track shipment progress, providing timely updates to customers regarding status changes, delays, or potential issues.
6. Freight Rate Negotiation and Quotation: Assist in the negotiation of freight rates and preparation of competitive quotes to meet customer needs.
7. Billing and Invoicing: Responsible for the accurate preparation and processing of billing and invoices for freight services, ensuring timely and correct charges are applied. Collaborate with the finance department to resolve any billing discrepancies.
8. Record Maintenance: Maintain accurate customer records, ensuring all interactions and transactions are documented in the company system for future reference and compliance.
9. Regulatory and Policy Compliance: Ensure all freight operations are in line with company policies and relevant industry regulations, including customs procedures and safety standards.
10. Sales Support: Provide ongoing support to the sales team with service-related inquiries, customer follow-ups, and other necessary actions to ensure business growth.
11. Process Improvement: Identify opportunities to improve operational processes, enhance efficiency, and elevate the overall customer experience.

Requirements:

• Education: A diploma, degree or equivalent in Logistics, Supply Chain Management, Business, or a related field is preferred.
• Experience: Minimum of 5 years of experience in a customer service or logistics role, preferably in freight or supply chain management, with a strong understanding of billing and invoicing processes.
• Skills & Competencies:
  • Strong communication and interpersonal skills
  • Ability to handle multiple tasks and prioritize effectively
  • Strong attention to detail and organizational skills
  • Knowledge of freight documentation, customs regulations, and industry best practices
  • Proficiency in MS Office Suite; experience with freight management software is a plus
  • Experience with billing and invoicing systems
  • Strong problem-solving abilities
  • Ability to work independently and as part of a team
  • Customer-centric attitude with a focus on continuous improvement
• Shift Requirements:
  • Two rotating shifts weekly:
    • 8:30 AM to 6:00 PM
    • 2:00 PM to 10:00 PM
  • Rotating weekend shifts (Saturday and Sunday), where work-from-home will apply. An allowance will be provided for the weekend shifts.