Customer Service Assistant

Job Responsibilities of Customer Service Assistant

. Coordinate closely with customers and operations staff as the main point of contact, ensuring shipment instructions, schedules, status updates and service requests are handled accurately and on time.

. Proactively inform customers of delays, changes or exceptions and recommend appropriate solutions.

. Handle customer feedback and complaints, follow up with relevant departments, and escalate unresolved issues to the Supervisor.

. Monitor and coordinate import and export shipments, local deliveries, cargo-space bookings and confirmations with customers, shipping lines and forwarders.

. Coordinate delivery, pick-up, cargo stuffing and un-stuffing arrangements with sub-contractors, hauliers, the warehouse and customers, and follow up on timely completion and proof of delivery.

. Prepare, verify and issue shipping documents, including invoices, packing lists, bills of lading or airway bills, delivery orders, shipping instructions, booking confirmations and customs-related documents.

. Arrange and follow up on customs, port and permit-related requirements together with the operations team where required.

. Check documents for accuracy, completeness and compliance with customer requirements, company procedures and applicable regulations before releasing them for action.

. Follow up on missing or incorrect documents with customers, shipping lines and other parties.

. Provide operations and accounts with accurate information to support timely billing and invoicing and help resolve billing queries.

. Maintain accurate cargo inventory records based on customer instructions and stock movements, promptly updating stock-in, stock-out and balances and assisting with stock checks and discrepancy investigations.

. Maintain up-to-date shipment trackers, inventory records, logs and status reports that are organised and easily retrievable for customers and management.

. Perform any other duties as required and directed by the Supervisor

Requirements:

. Minimum GCE N Level qualification.

. Minimum 1 year of working experience in a related industry (logistics, freight forwarding or shipping).

. Good coordination, communication and customer-service skills.

. Strong attention to detail, especially in documentation and record-keeping.