• Negotiating rates and quotes, billing processes and ensure that rating of files is properly completed.• Actively manage export booking updates & bill of ladings with carriers and customers to ensure they are accurately updated to eliminate any potential customs issues.• Accurately prepare all export related documentation and complete routings.• EDI submit to ASYCUDA system & SLPA submit before the deadline.• Working with accounts department to arrange the payment onetime to avoid last minute document collection from agent & shipping lines.• Guide to plan, book and follow up the shipments by liaising with customers to ensure the highest quality of services possible.• Track and trace every single shipment (air/sea) two-three times per every day to get ensure about the smooth delivery & update the customer.• Develop and implement customer service policies and procedures, aligning with business objectives and goals.• Manage and oversee the day-to-day operations of the customer support team to ensure a high level of service is consistently delivered.• Evaluate and monitor the team's performance, set objectives, and provide feedback and coaching to ensure a high level of service.• Identify and implement strategies to improve quality of service, productivity, and profitability.• Build and manage customer satisfaction metrics and KPIs, using data-driven reporting to drive improvements.• Regularly analyze customer feedback, providing comprehensive reports to senior management, and implement necessary changes to enhance the customer experience.• Conduct regular meetings with the team to discuss performance feedback and any issues or challenges faced.• Handle complex and escalated customer service issues.• Collaborate with other departments as necessary to resolve customer issues and improve customer experience.

• Collaborate and build relationships with customers, carriers, and agent representatives regarding air and ocean exports to strengthen service competitiveness & ensure the smooth delivery.• Prepare rates and quotes for customers and overseas agents.• Negotiate with overseas agents regarding most economical transportation mode & costs for all sea and air import shipments.• Receive, review, verify and process import documentation from overseas agents/customers.• Track and trace shipments, research and resolve any issues regarding billing or shipping discrepancies, communicate timely correspondence back to both customers and vendors.• EDI submit to ASYCUDA system & SLPA submit before the deadline.• Prepare needed documents to handover the customs clearance department. (Delivery Order, Ocean/house bill of lading, Certificate of origin, packing list and commercial invoice, MSDS, Payment prove etc.)• Liaising with Accounts department for on time payment arrangement to overseas agents and local shipping lines and coloaders to avoid shipment's documents delays.• Prepare and forward accurate and timely billing to clients & Manage most complex shipments and/or key clients.• Finalize files with billing charges, complete billing invoices and files and maintain completed folders• Provide reporting and analytics as required by customers & upper management.

• Calculated weight, volume, or cost of goods to be moved & getting quotations for rate request of customers’ inquiries.• Collaborating with Overseas agents, Shipping lines, Airlines & Consolidators to get accurate and better freight rates to both import and export shipments.• Negotiate with service providers regarding most economical transportation costs.• Recommended shipping solutions to minimize cost and gain more profit for sales team.• Suggested shipping mode to sales team along with a determined efficient and cost effective methods based on the nature of goods along with the transit time and schedules to moving final destination.• Ensure with marketing team that proper packing requirements and documentation while submitting the quotation to customer is met for Hazardous shipments & other shipments.• Finding best and secure overseas agent through the agent network and able to do win-win business with them.• Responsible for timely and accurate expediting of freight.• Establish departmental goals and measure performance by tracking of goals.• Provide Sales team and clients with accurate, timely quotations.• Support corporate goals regarding business methods and processes.• Workload delegation & Train, coach, mentor, guide and evaluate staff’s overall logistics knowledge.• Work closely with the management to improve company growth.• Design and provide reports for internal and external purposes.• Communicate with General Manager on operation issues & Directors to ensure the performance is aligned with corporate goals.