The Ocean Freight Customer Service Executive is responsible for managing and coordinating ocean freight shipments to ensure smooth execution, timely communication, service quality, and customer satisfaction. The role acts as the key contact point between customers, internal operations, carriers, overseas offices, vendors, and other stakeholders.
To process the shipments in/out of Johore state. To follow Johore public holidays for support.
- Customer Service & Shipment Coordination
- Serve as the primary contact for customers on ocean freight shipment matters.
- Handle daily shipment bookings, enquiries, follow-ups, and service updates.
- Coordinate with customers to obtain complete shipping instructions, documents, and required information.
- Ensure timely and accurate communication on shipment status, delays, exceptions, and recovery plans.
- Maintain professional and responsive communication to deliver high customer satisfaction.
- Booking & Operational Execution
- Coordinate space booking with carriers, co-loaders, and internal operations teams.
- Monitor vessel schedules, cut-off times, booking confirmations, and sailing details.
- Ensure shipments are planned and executed according to customer requirements and service commitments.
- Liaise with transport, warehouse, customs brokerage, and documentation teams to ensure smooth end-to-end shipment handling.
- Escalate operational issues promptly to the Team Lead or Manager when required.
- Documentation & Compliance
- Ensure accurate and timely preparation, checking, and submission of shipping documents.
- Review shipping instructions, Bills of Lading, invoices, packing lists, permits, and other relevant documents.
- Ensure compliance with customer SOPs, trade regulations, customs requirements, and internal DHL policies.
- Monitor special documentation requirements, including Certificate of Non-Manipulation, Certificate of Origin, DG documents, or destination-specific requirements where applicable.
- Ensure all shipment records are properly updated and maintained in the system.
- System Updates & Milestone Monitoring
- Perform accurate and timely updates in CW1 or relevant DHL systems.
- Monitor shipment milestones and timestamps to ensure visibility and compliance with customer requirements.
- Follow up with internal parties and vendors to close any missing, delayed, or incorrect updates.
- Ensure shipment data quality and accuracy for reporting, billing, and performance monitoring.
- Exception Management & Problem Resolution
- Proactively identify shipment delays, documentation gaps, booking issues, capacity constraints, or other service exceptions.
- Coordinate recovery actions with carriers, overseas offices, operations, transport, and customers.
- Provide timely escalation and updates to relevant stakeholders.
- Support root cause analysis and corrective actions for service failures or customer complaints.
- Ensure lessons learned are captured to prevent recurrence.
- Customer SOP & KPI Compliance
- Understand and follow agreed customer SOPs, work instructions, and service level requirements.
- Monitor customer-specific KPIs such as booking turnaround time, documentation accuracy, milestone updates, on-time performance, and response time.
- Support continuous improvement initiatives to enhance service quality and operational efficiency.
- Participate in customer reviews or internal performance discussions when required.
- Billing & Cost Control Support
- Ensure shipment files are reviewed and ready for billing within the required timeline.
- Coordinate with billing teams to resolve missing charges, incorrect billing, or customer invoice enquiries.
- Verify applicable charges with carriers, vendors, and internal teams where required.
- Support timely closure of shipment files to avoid billing delays and revenue leakage.
- Internal Collaboration
- Work closely with Ocean Freight Operations, Transport, Customs Brokerage, Finance, Sales, Key Account Management, and overseas offices.
- Support team members during peak periods, staff shortages, or urgent escalations.
- Contribute to a positive team environment with clear communication and accountability.
- Reporting & Administrative Support
- Prepare shipment status reports, exception reports, customer updates, and operational summaries where required.
- Maintain proper filing and documentation records for audit and compliance purposes.
- Support ad-hoc tasks, projects, process improvements, and management requests.
Expected Competencies
- Strong customer service mindset
- Good communication and coordination skills
- Attention to detail and accuracy
- Ability to work under pressure and manage multiple priorities
- Basic knowledge of ocean freight operations and documentation
- Problem-solving and escalation management skills
- Compliance-oriented mindset
- Familiarity with CW1 or freight forwarding systems is an advantage
