Customer Service Coordinator (Freight Forwarder)

Company Overview HLS is a top 100 global freight forwarder established in 1997 with 48 offices worldwide. We seek motivated candidates who share our values to join our dynamic team. Job Summary Coordinate daily freight forwarding operations to ensure smooth transactions and compliance. Manage customer relations, shipping documentation, and tracking while supporting business growth and operational efficiency. Responsibilities • Coordinate day-to-day activities among stakeholders to ensure smooth transaction flow and build strong working relationships • Respond to local, overseas, internal, and external customer enquiries by addressing concerns and providing effective solutions • Serve as backup support for internal teams to maintain operational continuity • Set up and maintain customer databases, process bookings, and execute relevant orders accurately • Manage import/export shipping documentation to ensure compliance with regulations and procedural accuracy • Maintain timely and accurate tracking status and schedules for all shipments • Prepare quotations to support customer requests and business development • Monitor and uphold internal and external KPIs and SOPs to meet customer requirements • Communicate and coordinate booking details with foreign agents to ensure seamless operations • Collaborate with overseas and local branches to resolve operational and rate issues efficiently • Develop new business opportunities from existing customers to increase volume and contribute to company profits • Utilize Microsoft Office applications proficiently to support daily operational tasks • Perform additional ad-hoc functions as assigned by management Required competencies and certifications • Experience in import/export freight forwarding is mandatory • Knowledge of import/export regulations and documentation is essential Preferred competencies and qualifications • Experience in US trade is preferred • Ability to work effectively in a fast-paced, deadline-driven office environment • Strong multitasking, prioritization, and time management skills • Understanding of profitability and loss to plan and drive business growth • Excellent verbal and written communication skills tailored to customer service and internal coordination • Exceptional customer service and follow-up skills