Customer Service Executive - Logistics & Freight

About the role

PSA BDP, a member of the PSA Group and a leading provider of port-centric supply chain, transportation and logistics solutions, is hiring a Customer Service Executive. The role provides frontline support to customers, retains them through exceptional service while handling complaints and suggestions, and contributes to customer excellence and sustainable growth.

Key responsibilities

• Engage, satisfy, retain and reactivate customers through high-quality service, working closely with operational and commercial stakeholders and management.
• Provide information, answer questions and consider customer suggestions and complaints.
• Ensure best-in-class customer onboarding and continuously improve processes and controls, including complaint management.
• Advise and consult customers to maintain KPIs, and resolve escalated and complex issues on time.
• Maintain accurate customer information in the system and report shipments internally and externally by mail, phone or EDI.
• Manage Key Accounts and identify business development opportunities within existing accounts.
• Keep excellent service levels for internal and external stakeholders.
• Know operational regulations for ocean and customs, follow up with operations on shipment handling and troubleshooting, and ensure data quality and timely reporting.

Required profile

• At least 5 years of detailed experience in logistics and forwarding operations, pricing, products and customer service.
• Firm knowledge of at least two foreign business languages with good oral and written communication.
• Initiative, strong organisational sense, ownership and ability to stay calm under pressure; team player who can also work independently.
• Ability to work with different cultures.

Required skills

• Demonstrated experience in freight forwarding (import, export and customs).
• Understanding of international trade and Incoterms.
• Knowledge of dangerous goods and IMCO regulations.
• Professional degree from a licensed institution specialising in logistics and forwarding.
• High computer literacy with Microsoft software and/or transport management systems (TMS).