Customer Service Executive

Your Trustworthy Logistics & Forwarding Company in Malaysia and Asia Pacific

Quanterm Logistics Sdn Bhd is a total logistics solution provider in the Asia-Pacific region, encompassing Malaysia, the Philippines, Australia, Myanmar, and Cambodia, serving both domestic and international markets. Initially established as a customs clearance agent in Malaysia, this company has strategically expanded its portfolio to become a comprehensive total logistics provider and it offers a wide range of multimodal services, including air, sea, and land transportation, reflecting its commitment to delivering integrated and efficient logistics solutions across the region.

Job Summary:

You will responsible for managing customer interactions related to pricing inquiries, shipment bookings, and ensuring the accuracy and validity of quotations. This role involves proactive engagement with customers to close new business opportunities, liaising with internal teams to meet customer requirements, and maintaining high service standards.

Job Descriptions:

• Interface with customers via phone call and emails to attend to their general enquiries for rates, shipments booking and follow up shipment status.
• Ensure quotations are valid and up-to-date and understand the service requirements from the customers.
• Verification of the completeness and accuracy of all forwarding documents.
• Proactive engagement with existing customer for closure of new business by making follow up calls and preparing quotations with competitive rates.
• Responsible for liaison with product operation colleagues to ensure that customer’s requirements are met with providing shipment update and document draft for checking.
• Provide support to internal and external customers to achieve optimum workflow efficiency for the department and Company.
• Resolve customer disputes and coordinate solutions through operations.
• Communicate all cargo related incidents (short landed, misrouted, damage, missing, etc) to Reporting Line or Department and Product Head for advice and claim registration and acknowledgement of receipt to the customer.
• Maintain and monitor quality of service by ensuring defined services are met and recommend new and improved methods to enhance the service level.
• Maintain accountability and accuracy for updating and meeting deadlines for monthly reports required by management.
• Perform any other duties as assigned.

Requirements:

• At least posses in Diploma/Degree in Business Administration, Logistics, or a related field.
• Minimum of 2-3 years of experience in customer service , preferably within the logistics or freight forwarding industry.
• Experience in Carrier, NVOCC or Freight forwarding environment is ideal carrier contacts are an advantage.
• Excellent interpersonal skills and ability to influence at all levels of the organization.
• Experience in direct interaction with suppliers/ customers in a freight forwarding or carrier environment.
• Able to work independently.
• Good communication skills - fluent in spoken & written English.
• Proficiency in the use of Microsoft Office/ Advance in Excel will be needed.