Introduction

Industry: Logistics

Location: Phnom Penh

Summary: The Customer Service Executive is responsible for ensuring smooth communication between customers, internal teams, and logistics partners. This role focuses on order handling, shipment tracking, issue resolution, and maintaining high customer satisfaction throughout the logistics process.

Roles and Responsibilities

Customer Service

• Handle customer inquiries via phone, email, chat, or other communication channels regarding shipments, delivery status, rates, and service offerings
• Process customer orders, bookings, and shipment documentation accurately and timely
• Prepare and verify logistics-related documents such as delivery orders, invoices, and shipment reports
• Coordinate with internal & external parties to ensure smooth shipment flow
• Track and monitor shipment status; proactively update customers on delays, changes, or issues
• Resolve customer complaints, claims, and service issues professionally and efficiently
• Maintain accurate customer and shipment records in internal systems
• Ensure compliance with company procedures and service standards
• Support continuous improvement initiatives to enhance customer experience

Management

• Assist Customer Service Manager to manage the team work load allocation and work plan
• Back up to Customer Service Manager as and when requested
• Do pricing and response to agents’ enquiries (to be trained later) as and when requested
• Monitor vendors operation & performance.

Requirements

• Diploma or Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field is an advantage
• Minimum 3 years of working experience in Customer Service, preferably in logistics, freight forwarding, shipping, or supply chain
• Good understanding of logistics processes (transportation, import/ export operations)
• Ability to handle customer issues professionally under pressure
• Proficient in MS Office (Excel, Word, Outlook); experience with logistics systems
• Proficiency in English 4 skills
• Customer-oriented mindset with attention to detail
• Customer service and problem-solving skills
• Time management and prioritization
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team