CMA CGM

Customer Service Executive

CMA CGM

full-time

Posted on:

Location Type: Office

Location: Petaling Jaya • Malaysia

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About the role

  • Act as the first point of contact for customers, transport providers, suppliers and other supply chain stakeholders during day-to-day business
  • Handle customer’s transport requests and related documentation, including data entry into affected IT systems
  • Manage transport bookings with service providers according to specified schedules and routings
  • Manage spot quotations with appointed service providers where necessary
  • Liaise with shipment origin and destination stakeholders on timely collection and delivery, including provision of required pre-alert information to involved stakeholders
  • Monitor and track shipment execution to ensure adherence of all supply chain stakeholders to agreed service levels
  • Ensure tracking event updates (milestones) are provided on time and correctly by suppliers and carriers
  • Follow up on missing events and investigate data inconsistencies
  • Handle customer requests and supply chain incidents / disruptions in line with agreed service levels
  • Log and categorize incidents and conduct root cause analysis on deviations, assign and follow up on corrective actions
  • Collect data to support management of financial claims for lost / damaged shipments
  • Alert customer teams pro-actively in case of deviations and suggest alternative solutions
  • Highlight issues to team leads and relevant supply chain stakeholders in a timely manner as they arise
  • Monitor transport provider service quality and provide input and feedback to management teams
  • Provide input to Team Leaders and Operations Management for the preparation of periodical reporting and review meetings
  • Support the analysis of standard Key Performance Indicators (KPIs) and reports and suggest areas for improvement
  • Support internal projects and additional tasks as defined and assigned by management

Requirements

  • 2+ years’ experience in transport management / freight forwarding, preferably in an international setting
  • Operational hands-on experience in a similar role, ideally in a Control Tower or 4PL environment
  • Knowledge in airfreight operations, AOG and oversize cargo will be of advantage
  • General understanding of Supply Chain Management concepts and logistics processes
  • Good command of MS Office (Word, Excel, PowerPoint), experience with freight forwarding IT systems desirable
  • Must be willing to work on a 24/7 rotational shift
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
transport managementfreight forwardingdata entryroot cause analysisKey Performance Indicators (KPIs)airfreight operationsAOG cargooversize cargologistics processessupply chain management
Soft Skills
communicationproblem-solvingattention to detailproactive approachteam collaborationincident managementcustomer serviceanalytical thinkingtime managementadaptability