Work closely with the Regional Sales Managers to solve problems and find solutions to meet the customers requests in a timely manner.
Support the Sales team by fielding customer requests, working with the necessary departments to address customers' concerns and maximize customer satisfaction.
Assist the sales team by following up with quotes, ensuring the pricing are set up, processing orders, and managing customer accounts to ensure a seamless sale process.
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Job Description At Broad-link Logistics we owe our success to deliver quality, efficiency and knowledgeable services to our customer with high reliability. To continuously improve our customer experience, we are seeking a Customer Service Executive who are passion and who has a customer-oriented attitude to help us to deliver high-class customer service. As an ideal candidate, you'll need to have the ability to communicate and address to customer problem in a fast-paced and changing environment. The focus is to enhance customer experience and communicate customer needs to stakeholders and understand customer needs.
Qualification and experience requirements
· Minimum of a SPM, Diploma or equivalent in business or a departmentally related field; or
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Documentation and maintenance of customer records and operation details:
Keep detailed customer records and update customer records after each interaction (such as compliment, complaint and feedback) with that customer.
Assist the Sales and Marketing Team in boosting sales and performance. This include providing feedback on market intelligence, competitors’ activities, setting up appointments or following up with customers after their first interaction with the salesperson.
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Documentation & B/L Submission: Prepare, review, and submit accurate Shipping Instructions (SI) for Bill of Lading (B/L) issuance within strict cut-off times.
Invoicing & Billing: Generate accurate client invoices, compile necessary supporting documents (e.g., permits, delivery orders, carrier receipts), and dispatch them promptly.
Proven experience in customer service, account management, or operations within the Logistics, Freight Forwarding, or Supply Chain industry.
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Monitor live delivery progress and assist with resolving issues such as failed deliveries, recipient unavailability, wrong addresses, access issues, delays, and missed instructions.
Update delivery statuses, recipient instructions, case notes, and incident records accurately in Rida’s systems.
Escalate urgent or complex delivery issues to operations managers or account managers when required.
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Identify and obtain correct description information necessary to decipher appropriate classification for parts.
Maintain effective working relationships and communication with all key contacts (locally, regionally, or internationally) as needed within MR.DIY, as well as across departments within the local district (at origin and destination) to assure efficient and effective execution of defined processes.
Maintain regular communication with peers, Supervisor, Purchasers, and/or Import Managers to gain and share knowledge of best practices and common challenges/opportunities.
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Independently prepare and present reports to international teams and management, delivering clear updates and actionable insights on logistics performance and key metrics.
Identify opportunity, risk and issue with suggestion or solution recommendation and immediate or prolong impact implementation.
Manage and ensure continuous smooth import & export process in comply with the departmental guidelines. Support and assist in logistic planning for special commodities such as FDA, and CE on regulated items.
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Monitor outstanding customer statements and assist management with tracking collections and aging debtor reports.
Receive, track, and meticulously verify all incoming vendor invoices—including shipping lines, port authorities (demurrage, detention, storage), customs brokers, fuel suppliers, and transport sub-contractors—against agreed rates and internal job folders.
Identify, investigate, and resolve rate or volume discrepancies with suppliers before inputting data into the system.
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