Regional Senior Customer Service Associate, Cross Border (Sea Freight)

TL;DR

Regional Senior Customer Service Associate, Cross Border (Sea Freight): Serve as main point of contact for sea freight and cross-border trucking shipments, coordinating day-to-day operations including haulage, fumigation, and documentation. With an accent on monitoring shipment milestones, vendor performance, SLA adherence, and regulatory compliance. Focus on resolving escalated issues, validating invoices, preparing performance reports, and bridging regional and local teams for operational stability.

Location: On-site in Subang Jaya, Selangor, Malaysia

Company

hirify.global is a tech-enabled logistics company providing hassle-free delivery services across Southeast Asia, powered by algorithm-based optimization and data-driven operations.

What you will do

• Serve as main point of contact for customers on sea freight and cross-border trucking shipments.
• Execute, monitor, and coordinate daily operations including haulage, fumigation, VAS services, and freight scheduling.
• Provide accurate shipment status updates, handle inquiries, and manage documentation like bills of lading, customs forms, ISF/AMS filings.
• Validate supplier invoices, ensure SLA compliance, and handle vendor compensation for losses.
• Build customer relationships, resolve escalated complaints, and collaborate with internal teams (sales, operations, finance).
• Prepare weekly/monthly performance reports on SLA adherence, billing accuracy, and lane-level metrics.

Requirements

• 2-3 years customer service experience in freight forwarding specialized in sea freight.
• Bachelor’s degree in related field.
• Proficiency in English and Mandarin.
• Customer-focused, detail-oriented, with strong organizational and analytical skills.
• Proactive, self-motivated with strategic mindset.

Nice to have

• Proficiency in other ASEAN languages.