A. Customer Service & Coordination

• Act as a primary coordination point for customer enquiries relating to shipments, rates, transit times, routing,
schedules and applicable charges.
• Understand customer requirements including cargo details, trade lane, shipment frequency, FCL/LCL
requirements, origin/destination and applicable Incoterms.
• Acknowledge and respond to customer enquiries promptly and coordinate internally to provide accurate
information and solutions.
• Coordinate with sales, pricing, operations, documentation, customs and overseas agents to ensure customer
requirements are addressed and shipments progress smoothly.
• Provide customers with shipment-related updates and coordinate resolution of service issues, delays, rate
clarifications and escalations.
• Support pre-sales and onboarding requirements, including quotations, service proposals and initial customer
coordination.
• Maintain clear records of customer communication, enquiries, quotations, follow-ups and actions in the
applicable system/CRM.

B. Pricing & Quotations
• Receive and review RFQs/RFPs from internal sales teams, branch teams, overseas offices and direct
customers.
• Prepare accurate and cost-effective quotations for FCL and LCL ocean import and export shipments.
• Coordinate with shipping lines, NVOCCs, freight forwarders, co-loaders and overseas partners to obtain
competitive rates and service options.
• Ensure all applicable cost components are considered, including ocean freight, surcharges, origin/destination
charges, BAF, CAF, THC, documentation and customs duties, where applicable.

• Respond to spot rate requests, quotations and tenders within the defined turnaround time (TAT).
• Clarify pricing, validity, routing, transit time, service conditions and applicable charges to customers and
internal stakeholders.
• Negotiate with vendors/agents, where required, to improve competitiveness and protect margins.
• Maintain updated rate sheets, carrier contracts and rate validity information in the relevant ERP/CRM/system.

C. Vendor, Agent & Market Coordination
• Maintain regular communication with carriers, co-loaders and overseas agents regarding rates, schedules,
space availability and service offerings.
• Monitor freight market trends, carrier rate changes and relevant trade-lane developments.
• Share relevant market and rate updates with management, sales and concerned internal teams.
• Coordinate with documentation and operations teams after booking/quotation acceptance to support
smooth execution.
Key Skills & Competencies
• Strong knowledge of ocean freight import/export processes, documentation and Incoterms.
• Good understanding of carrier pricing structures for FCL/LCL shipments and related surcharges.
• Strong customer-service orientation and communication skills.
• Good negotiation, coordination and follow-up skills.
• Proficiency in MS Excel and ERP/logistics software such as Logi-sys.
• Attention to detail and accuracy in quotations, cost calculations and customer communication.
• Ability to work under pressure, manage multiple enquiries and meet defined TATs.