Customer Service

Job Purpose The Customer Service Executive is responsible for managing customer inquiries, bookings, shipment follow-ups, and issue resolution to ensure smooth logistics operations and a high level of customer satisfaction. This role acts as the main communication bridge between customers, operations, and overseas/local partners. As Pudong specializes in shipments to the U.S. market, most of the handled cargo will be related to U.S.-bound shipments. Customer Communication & Support Act as the first point of contact for customers on shipping, transport, and logistics services. Handle booking requests, shipping instructions, and documentation

requirements:. Respond promptly to inquiries regarding shipment status, schedules, and rates. Operations Coordination Coordinate with internal departments (sales, operations, warehouse, documentation, billing) to ensure timely service delivery. Liaise with carriers, airlines, trucking companies, and overseas agents for smooth execution of shipments. Monitor and update customers on shipment progress (ETA/ETD, delays, exceptions). Documentation & Compliance Verify and process shipping documents (BL/AWB, commercial invoice, packing list, customs papers). Ensure compliance with local and international trade regulations. Assist customers with claims, cargo insurance, or dispute resolution if necessary. Problem Solving & Service Recovery Investigate and resolve shipment issues such as delays, damages, or misrouting.ư Provide solutions to customers while minimizing cost and service impact. Reporting & Administration Maintain accurate records of customer interactions and shipments. Prepare weekly/monthly service performance reports. Support management in improving SOPs and customer experience.

Bachelor’s degree in Logistics, Supply Chain, Business, or related field.

1–3 years of experience in logistics/freight forwarding/shipping customer service (preferred).

Experience in handling U.S.-bound shipments is an advantage.

Strong communication skills in English (written & spoken); additional languages a plus.

Good knowledge of Incoterms, shipping documentation, and international trade practices.

Proficient in MS Office and logistics software (FAST).

Ability to multitask, prioritize, and work under pressure.

Customer-oriented mindset with problem-solving skills.

Attractive salary commensurate with work experience, reviewed annually (normally in April). Promotion opportunities based on

qualifications:and contributions. Company allowance: 12 full-paid annual leave days, public holidays, competitive compensation &

benefits:package. Commission for sales directly related to the amount sold. Participation in company training programs. Health & social insurance in accordance with labor law. Annual company trip, health check, and 13th month salary (depending on length of service).