SH Cogent Logistics Hiring! Full Time Customer Service Executive (Import-Export) in Selangor - Ricebowl

Requirements :

• Possess at least a diploma or bachelor’s degree certificate in a related field

• Minimum 3-4 years of proven customer support experience

• Strong phone handling skills and active listening

• Customer-oriented with the ability to adapt and respond to different types of personalities

• Excellent communication and presentation skills

• Ability to multi-task, prioritize, and manage time effectively

• Able to work independently and complete assignments within given instructions and standard accepted practices

Responsibilities :

Maintain existing customer base through effective customer service skills.

1. Responsible for liaising with both internal & external customers, suppliers and Agents regarding Freight shipments/bookings.

2. Handle customers through various channels - incoming phone calls, email, Wechat, Whatapps, walk-in.

3. Identify customer needs and ensure clear communication with related internal departments.

4. Sourcing rate from vendor/supplier/carrier.

5. Work out the quotation and sourcing cost from vendor based on customers' requirements or shipment incoterms.

6. Prepare supporting documents for internal requirements for new customer profile by requesting documents from customers such as SSM and audited finance report.

7. Ensure sanction checked by HR and print out all the relevant documents to seek for top management approval before email for MDM creation.

8. Ensure all the related documents/information is appropriate to initiate the shipment and carry out logistics work such as POL, POD, HS code, commercial invoice, packing list, Form E/COO, cargo weight, cargo dimension, custom restriction (permit/duty or SST), bill of lading, air way bill, photo of the cargo and etc.

9. Communicate with sales and/or customers to identifying most suitable transport and the acceptance of the quotation.

10. Carry out logistics work:
    a) Submit shipping instruction to carrier
    b) Prepare LOI/LOA to carrier on behalf of customer
    c) Co-ordinate with forwarding team for custom clearance (K1/K2, ZB)
    d) Prepare ROT for haulage arrangement
    e) Prepare DO for trucking arrangement
    f) Prepare house BL
    g) Submit K4 manifest (import)
    h) Send pre alert to respective agent
    i) Tracking and communicating shipment status with POL agent, follow up with carrier for NOA & invoice for EDO releasing
    j) Request invoice from vendor/carrier in order to proceed payment for cargo releasing purposes
    k) Co-ordinate with warehouse, inventory and haulage for incoming and deliveries
    l) Prepare customer invoice and update internal system for COST & REVENUE
    m) Managing custom clearance procedures such as
    - Follow up CIDB approval
    - CIDB physical inspection
    - Clarification on import/export restriction base on HS code & catalog provided

11. Monitor and checking shipment delivered on time with providing POB from vendor to client.

12. Resolving issues including discrepancies and delayed departure/arrivals, custom release.

13. Send SOA and monitor payment settlement.

14. Handle customers' complaints timely, take lead with related internal departments to ensure on time closure/update of complaints.

15. Submit reports which require by top management.

16. Manage proper soft copy filling of each shipment.

17. Other ad hoc duties assigned.

18. Familiar with Northport & Westport system.