Senior Customer Service - Ocean Imports

About us

PT Dgl Expedisi Indonesia is a leading freight and cargo forwarding company specialising in comprehensive logistics solutions. We are committed to delivering exceptional service to our clients across the globe, with a focus on ocean freight imports and international shipping. Our dedicated team of professionals works to ensure that every shipment is handled with the utmost care, efficiency, and transparency. We pride ourselves on our customer-centric approach and our ability to navigate the complexities of global trade with expertise and reliability.

About the role

We are seeking a Senior Customer Service - Ocean Imports professional to join our dynamic team at our North Jakarta office on a full-time basis. In this pivotal role, you will be responsible for managing and nurturing relationships with our key clients whilst overseeing the smooth execution of ocean import operations. This position is strategically important to our business, as it directly impacts client satisfaction, operational efficiency, and revenue growth. You will be the primary point of contact for customers, ensuring their shipping needs are met with professionalism and precision whilst coordinating closely with internal teams to guarantee timely and compliant cargo delivery.

Key responsibilities

1. Serve as the primary point of contact for clients regarding ocean import shipments, providing updates and resolving queries in a timely manner

2. Manage the complete ocean import process from booking to delivery, ensuring all documentation is accurate and compliant with international regulations

3. Liaise with shipping lines, clearance, port authorities and other logistics partners to coordinate efficient cargo clearance and delivery

4. Handle customer inquiries relating to freight rates, transit times, documentation requirements and regulatory compliance

5. Prepare and maintain comprehensive shipping documentation, including bills of lading, commercial invoices, and customs declarations

6. Monitor shipment status and proactively communicate progress to clients, addressing any delays or issues swiftly

7. Build and maintain strong relationships with existing clients, identifying opportunities for service expansion and business growth

8. Assist in training and mentoring junior customer service staff, sharing best practices and industry knowledge

9. Ensure adherence to company policies, procedures and quality standards across all operations

10. Identify and implement process improvements to enhance operational efficiency and customer satisfaction

What we're looking for

1. Minimum 5 years' experience in customer service within the freight forwarding or logistics industry, with specific experience in ocean imports

2. Strong knowledge of international shipping procedures, customs regulations, and documentation requirements for sea freight

3. Excellent communication skills in English, both written and verbal; proficiency in Indonesian is essential

4. Demonstrated ability to manage multiple clients and shipments simultaneously whilst maintaining attention to detail

5. Proficiency with logistics management software and Microsoft Office applications

6. Strong problem-solving abilities and a customer-focused mindset with the capacity to handle challenging situations professionally

7. Experience in building and maintaining client relationships, with a track record of driving customer retention and satisfaction

8. Knowledge of Incoterms, HS codes and import/export regulations is highly desirable

9. Ability to work independently and as part of a team in a fast-paced environment