Thailand - Senior Customer Service

Customer Service Executive (Freight Forwarding)

At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean.

Inchcape combines its worldwide infrastructure with local expertise through our global network of over 250 proprietary offices, across 70 countries and a team of more than 3,000 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government, and intergovernmental organizations. We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience.

We embrace change and are open to new thinking and pushing for positive change in our industry.

Job Purpose

The Customer Service Executive (Freight Forwarding) is responsible for handling and coordinating all logistics operations related to airfreight, oceanfreight, transportation, customs brokerage, cross-border and transit shipments. This role ensures smooth shipment execution, high-quality service delivery, and customer satisfaction through proactive communication and effective coordination with internal teams, carriers, and external partners.

Key Responsibilities

Shipment Handling & Coordination

• Manage and monitor day-to-day shipments for Airfreight, Oceanfreight, and Cross-Border operations.
• Coordinate with internal departments (Sales, Operations, Documentation, and Accounting) to ensure smooth cargo movement.
• Arrange transportation, booking space with carriers, and scheduling pickup/delivery as per customer requirements.
• Handle transit and cross-border shipments, ensuring compliance with regulations and route efficiency.

Customer Communication & Support

• Act as the primary contact point for customers regarding shipment status, inquiries, and problem resolution.
• Provide timely updates on shipment progress, delays, or exceptions.
• Maintain good relationships with existing customers and ensure high customer satisfaction.

Documentation & Customs Brokerage

• Prepare and verify shipping documents, including invoices, packing lists, bills of lading, airway bills, and manifests.
• Coordinate with the customs brokerage team to ensure smooth clearance and compliance with import/export regulations.
• Ensure all documentation meets regulatory and client-specific requirements.

Problem Solving & Exception Handling

• Handle shipment discrepancies, cargo damage, delays, or any irregularities efficiently.
• Coordinate corrective actions with relevant departments and provide clear communication to customers.

System & Reporting

• Update shipment details, milestones, and billing information accurately in the company's system.
• Prepare and submit shipment reports, performance metrics, and other operational documents as required.

Continuous Improvement

• Identify process inefficiencies and propose improvement initiatives.
• Support company projects related to digitalization, quality improvement, and customer satisfaction enhancement.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, International Business, or related field.
• Minimum 5 years of solid experience in freight forwarding or logistics industry.
• Knowledge of airfreight, oceanfreight, transportation, customs, and cross-border operations.
• Strong communication and customer service skills.
• Ability to multitask, prioritize, and work under pressure.
• Able to communicate in English (both written & spoken).
• Proficient in MS Office and logistics/forwarding software (e.g., CargoWise, etc.).

Key Competencies

• Customer-oriented & Can-Do Mindset
• Strong coordination and problem-solving skills
• Attention to detail and accuracy
• Ability to work in a fast-paced, dynamic environment
• Teamwork and collaboration