Customer Support Executive

Department: Freight Forwarding / Logistics

Job Title: Documentation & Customer Service Executive

Reporting To: Manager – Freight Forwarding

Job SummaryResponsible for handling export and import documentation, coordinating with customers and shipping lines, and ensuring timely and accurate shipment processing. The role requires strong communication, follow-up, and coordination skills to support smooth freight forwarding operations.

• Key Responsibilities1. Export & Import DocumentationPrepare and verify shipping instructions, commercial invoices, packing lists, and other shipment documents.
• Coordinate with customers for timely receipt of required documents.
• Follow up on shipping bill, Bill of Lading, Form 13, EDO, Vanning Report, DGD, and Certificate of Origin as applicable.
• Check documentation details for accuracy and coordinate amendments when required.
• Ensure documents are submitted within shipping line and customs cut-off timelines.
• Maintain proper records of shipment documents.
• 2. Customer ServiceCommunicate with customers regarding shipment planning, booking status, and documentation requirements.
• Provide regular updates on vessel schedules, ETD, ETA, and shipment progress.
• Respond to customer queries and coordinate with internal teams for timely resolution.
• Follow up on customer requests and ensure timely completion of assigned tasks.
• Maintain good working relationships with customers, shipping lines, overseas agents, and service providers.
• 3. Shipping Line & Agent CoordinationFollow up with shipping lines for booking confirmation, booking release, and container allocation.
• Coordinate for SOB status, BL release, vessel schedule updates, and shipment amendments.
• Communicate with overseas agents and consignees regarding destination requirements.
• Follow up on pending documents and operational issues.
• Escalate delays and discrepancies to the reporting manager.
• 4. Shipment Tracking & ReportingTrack shipments from booking to final delivery.
• Maintain daily shipment status reports and documentation checklists.
• Monitor cut-off dates and ensure timely follow-up.
• Update customers on vessel delays, transshipment, and other operational changes.
• Ensure proper closure of shipment files.
• 5. Billing & CoordinationCoordinate with accounts for freight invoices, debit notes, and credit notes.
• Verify billing instructions and applicable shipment charges.
• Follow up on pending payments and billing-related customer queries.
• Support the team in maintaining accurate shipment and billing records.
• Required SkillsKnowledge of export and import freight forwarding documentation.
• Understanding of shipping line procedures and international shipping terms.
• Good written and verbal communication skills.
• Proficiency in MS Excel, Word, and email communication.
• Strong follow-up and coordination skills.
• Ability to manage multiple shipments and meet deadlines.
• Customer-focused approach and problem-solving ability.
• Key Performance Indicators (KPIs)Timely and accurate documentation.
• On-time submission of shipping instructions and required documents.
• Timely response to customer queries.
• Reduction in documentation errors and shipment delays.
• Proper shipment tracking and file closure.
• Customer satisfaction and effective coordination.

Note: The responsibilities may vary depending on the company's operational requirements.