Required Skills

Customer Relationship Management, Coordination, Operational Excellence, Documentation, Conflict Resolution, Time management

Job Description

FR International is seeking a Customer Support Officer for our Import & Trading operations. The Customer Support Officer is responsible for ensuring seamless communication between customers and operations by providing accurate shipment visibility, timely updates, and efficient administrative support. The role plays a critical part in enhancing customer satisfaction through proactive tracking, reporting, documentation management, and coordination of land freight operations.

Key Responsibilities

Monitor and track all land shipments, ensuring accurate status visibility throughout the transportation cycle.

Provide timely and professional shipment updates to customers and address inquiries promptly.

Prepare and maintain customer-specific Daily Status Reports (DSRs) and operational trackers.

Generate quotations, Purchase Orders (POs), and other customer-related documents as required.

Maintain accurate shipment records, databases, and operational reports.

Coordinate with internal departments to obtain shipment information and resolve operational issues.

Escalate delays, discrepancies, and service concerns to the relevant stakeholders.

Ensure all customer communications and documentation are handled accurately and within established timelines.

Support continuous improvement initiatives to enhance service quality and operational efficiency.

Job Specification

Bachelor's degree in business administration, Management, Logistics, Supply Chain, or a related field.

Min 2+ years’ experience in customer service, freight forwarding, logistics, or supply chain operations is preferred.

Ability to manage stress and prioritize tasks effectively to handle multiple customer demands while maintaining service quality.

Ability to multitask to manage concurrent customer queries, follow-ups, and documentation accurately.

Ability to work hard to meet operational targets during peak order and inquiry periods.

Ability to work independently and also in a group to support both individual issue resolution and team coordination.

Ability to work under pressure and meet deadlines while keeping response times within expected limits.

Nice to Have

Experience with import/trading processes such as order tracking, delivery coordination, and basic document handling.

Prior exposure to customer complaint handling and basic dispute resolution in a service environment.

Proficiency in MS Excel and basic reporting for customer service tracking.

2 Wheeler and valid license

Benefits

Competitive salary package and commission

Professional development opportunities

Friendly and supportive work environment

Lunch