Core Purpose
Serve as a key liaison between customers, overseas agents, and internal operations, ensuring smooth communication, accurate documentation, and exceptional service delivery. Support sales and operational excellence through proactive problem-solving and process optimization.

Key Skill Areas & Responsibilities

1. Customer Relationship & Communication Skills

• Act as the primary contact for customer inquiries, complaints, and service requests.
• Provide clear, timely, and professional communication to resolve issues and maintain customer satisfaction.
• Demonstrate consultative skills when addressing rate inquiries and service proposals.

2. Sales Support & Commercial Awareness

• Prepare and update quotations, reports, and booking status sheets.
• Support contract execution and share business opportunities with the sales team.
• Understand pricing structures and coordinate with Procurement & Pricing for rate confirmation.

3. Operational Coordination & Process Management

• Develop SOPs for shipment arrangements and ensure team alignment.
• Monitor end-to-end shipment lifecycle, including customs procedures and delivery follow-up.
• Maintain accurate documentation (Booking, SI & VGM, B/Ls, DO, manifests) and ensure compliance.

4. Analytical & Problem-Solving Skills

• Track customer volume/revenue and report trends to the supervisor.
• Identify service gaps and propose solutions for process improvement.
• Ensure credit checks and financial compliance before cargo release.

5. Technical & Digital Competence

• Use internal databases and systems for shipment tracking and reporting.
• Maintain accurate records of customer interactions and transactions.
• Prepare weekly and ad-hoc reports for management.

Required Skills & Competencies

• Entrepreneurial Mindset: Ability to take initiative and build processes from scratch.
• Communication & Interpersonal Skills: Professional, clear, and customer-focused.
• Problem-Solving & Adaptability: Handle complex situations in a fast-paced environment.
• Attention to Detail: Ensure accuracy in documentation and compliance.
• Team Collaboration: Work effectively with cross-functional teams.
• Technical Skills: Proficiency in MS Office and logistics systems.