Logistics Executive ( Night Shift)

About the Role

• Serve as the first point of contact for customers via phone, email, chat, and the customer portal, handling shipment status, booking, and documentation queries.
• Create, update, and track orders and shipments in the TMS/WMS/ERP, ensuring data accuracy from pickup to proof of delivery (POD).
• Proactively monitor shipments and notify customers of delays, rerouting, or exceptions, offering clear solutions and revised ETAs.
• Coordinate with carriers, warehouses, freight forwarders, customs brokers, and internal teams (dispatch, operations, billing) to resolve issues quickly.
• Handle claims, damages, shortages, and misdeliveries by documenting incidents, initiating investigations, and following up until resolution.
• Prepare and verify shipping documents such as bills of lading, commercial invoices, packing lists, and delivery receipts.
• Provide rate quotes, transit-time estimates, and service information in line with agreed contracts and SLAs.
• Support billing by flagging accessorial charges, invoice discrepancies, and disputes to the finance team.
• Maintain customer records and log all interactions in the CRM or ticketing system.
• Track and report on service KPIs such as on-time delivery, first-response time, and resolution time, and contribute ideas to improve processes.
• Build strong, long-term relationships with key accounts and escalate at-risk situations to management.

QualificationsRequired

• Bachelor's degree or diploma in Logistics, Supply Chain, Business Administration, or a related field (or equivalent experience).
• 1-5 years of customer service experience, preferably in logistics, freight forwarding, transportation, warehousing or BPO.
• Excellent written and verbal communication skills.
• Strong problem-solving ability and comfort working under time pressure.
• Proficiency in MS Office (Excel, Outlook) and quick adaptation to new software.
• High attention to detail and strong organizational and multitasking skills.

What We Offer

• Competitive salary and performance incentives
• Structured training in logistics systems and processes
• Career growth into Senior Customer Service, Account Management, or Operations roles
• [Health benefits, paid leave, and other perks]