Customer Service Executive, Seafreight

Operations Associate

The Operations Associate plays a crucial role in maintaining the efficiency and accuracy of logistics operations through meticulous administrative and clerical support. Managing essential office tasks, coordinating logistics activities, and providing comprehensive support to the team. This role demonstrates dependability in handling tasks, a caring attitude towards team collaboration, a proactive approach to improving processes, and a forward-thinking mindset to anticipate and solve challenges, all contributing to the operational success of the company.

About the Job

This is an important role within the Seafreight Department, dedicated to delivering an outstanding customer experience and building strong, long-term relationships.

The role centers on understanding customer needs, providing timely and accurate solutions, and ensuring seamless communication throughout the service process.

Your primary focus will be on creating trust and satisfaction at every interaction, while supporting operational excellence and sustainable growth.

You will be working closely with all functions under Thailand Seafreight team, all Hellmann station as well as regional team, you will spearhead strategic initiatives, implement technology-driven solutions, and foster a culture of continuous improvement to strengthen service delivery, compliance, and customer satisfaction.

Key Objectives

Deliver Exceptional Customer Experience Build and Strengthen Customer Relationships Ensure Service Accuracy and Reliability Drive Continuous Improvement in Customer Service Center points of contact across all functions under Seafreight Support Operational Excellence

Duties and Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customers and/or area, ensuring all inquiries are handled promptly and professionally
• Develop strong relationships by understanding customer business needs, priorities, and expectations
• Maintain regular communication with customers to provide updates on shipments, resolve issues, and build trust

Service Coordination & Execution

• Coordinate with internal teams (Operations, Sales, Finance, and Customs) to ensure timely and accurate execution of shipments
• Monitor shipment milestones and proactively inform customers of any changes or potential delays
• Ensure all customer requirements (documentation, compliance, special instructions) are met accurately and on time

Issue Resolution and Escalation

• Handle customer complaints and service failures with empathy and urgency
• Investigate root causes of issues and implement corrective actions to prevent recurrence
• Escalate complex problems to team leader and/or management while maintaining ownership until resolution

Performance Monitoring & Reporting

• Track service performance metrics such as on-time delivery, accuracy of documentation, and customer satisfaction
• Prepare and share regular status reports with customers and internal stakeholders
• Identify trends in customer feedback and propose improvements

Continuous Improvement & Customer Advocacy

• Collect feedback from customers to identify pain points and improvement opportunities
• Collaborate with internal teams to implement process enhancements that improve responsiveness and service quality
• Act as the voice of the customer within the organization, ensuring their needs are considered in operational decisions

Documentation & Compliance

• Ensure accurate and timely documentation of all customer interactions, shipment details, and service agreements.
• Maintain compliance with company policies, industry regulations, and customer-specific requirements.
• Support audits and quality checks by providing complete and accurate records.

Qualifications

Education :

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field

Experience :

• Minimum 2–3 years of experience in customer service, preferably in logistics, freight forwarding, or supply chain operations
• Proven track record of managing customer relationships and resolving service issues effectively will be considered as a plus

Skills & Competencies :

• Strong communication and interpersonal skills with ability to build trust and rapport
• Excellent problem-solving and conflict-resolution abilities
• High attention to detail and accuracy in handling documentation and customer requirements
• Ability to work under pressure and manage multiple priorities in a fast-paced environment
• Collaborative mindset to work effectively with cross-functional teams

Technical Knowledge :

• Basic understanding of sea freight operations and logistics processes
• Proficiency in MS Office (Excel, Word, Outlook)
• Familiarity with Cargowise One is an advantage but not mandatory

Personal Attributes :

• Customer-first mindset with a proactive and positive attitude
• Adaptability and willingness to learn and improve continuously
• Strong sense of responsibility and accountability

Reporting line

About Our Benefits

• A strong team spirit and a lot of fun together
• A safe, multi-cultural and inclusive environment
• Individual opportunities for growth and development

Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!

If you are excited by this fantastic opportunity and have what it takes, then click APPLY!