Executive, Ocean Freight, Malaysia

Role Objective

Coordinate and monitor ocean freight shipments from shipment booking through delivery, ensuring on-time performance, excellent customer service, and compliant documentation.

Job Responsibilities:

1) Operations

• Plan, book, and monitor ocean shipments daily to ensure on-time performance
• Track and trace shipments; provide proactive status updates to customers and internal stakeholders.
• Schedule pickups with shippers and consolidate shipments as needed; optimize routing and carrier selections.
• Coordinate with warehousing, inland transport, and port/cargo handling to ensure smooth handoffs, where applicable
• Monitor exception management (detentions, demurrage, port congestion) and implement corrective actions.
• Maintain and improve standard operating procedures (SOPs) for ocean operations.

2) Customer Service

• Serve as main point of contact for customers on ocean freight shipments; respond to inquiries.
• Provide accurate quotes, service level expectations, and price breakdowns; negotiate with carriers when required.
• Manage customer expectations by communicating risks, delays, and alternative options clearly and proactively.
• Build and maintain strong customer relationships to foster retention and upsell additional services (e.g., customs brokerage).
• Escalate and resolve service issues (delays, damage, documentation gaps) with timely root-cause analysis and action plans.

3) Documentation & Compliance

• Prepare and review import/export documentation ensuring accuracy and compliance.
• Ensure all shipments have compliant and complete documentation for customs clearance.
• Coordinate with customs brokers and agents to ensure swift clearance; track clearance status and resolve holds.
• Ensure proper insurance placement and documentation.
• Maintain shipment records, filing, and document retention in accordance with company policy and regulatory requirements.
• Collect and verify carrier rate receipts, free time, and demurrage terms; manage billing accuracy for customers.
• Update and maintain customer-specific documents, templates, and checklists.

4) Collaboration & Continual Improvement

• Coordinate with Sales to confirm customer requirements, service commitments, and pricing.
• Work with Finance/Billing to ensure accurate invoicing and timely payments.
• Identify process bottlenecks and propose automation or standardization (e.g., KPI tracking).
• Monitor KPI performance and drive improvements.

Job Requirements:

• Bachelor's degree or diploma in Logistics or a related field
• 2–5 years of experience in ocean freight forwarding, NVOCC operations, or a logistics operations role
• Solid understanding of end‑to‑end ocean freight processes
• Familiarity with CargoWise One systems and workflows
• Knowledge of customs clearance procedures and the role of customs brokers
• Strong understanding of international shipping documentation requirements
• Strong communication and customer service skills, with the ability to manage inquiries professionally
• High attention to detail and strong accuracy in preparing and reviewing documentation
• Effective problem‑solving abilities with a proactive approach to handling exceptions
• Basic data analysis skills, including the ability to generate operational reports and dashboards