Job Description

This role involves leading a customer service and documentation team, streamlining daily operations, and enhancing customer satisfaction through proactive issue resolution and coordination across teams. It also requires a commercial mindset to identify business opportunities, support sales efforts, and contribute to process improvements in a dynamic shipping and logistics environment.

• Oversee and enhance daily operational procedures.
• Drive improvements in customer satisfaction and team performance.
• Coordinate effectively across internal and external teams.
• Build strong customer relationships and manage complaints professionally.
• Analyze recurring issues and foster a responsive, high-quality service culture.
• Contribute to the development and standardization of departmental processes.
• Identify commercial opportunities and refer potential leads to the sales team.

Opportunity to Work with a Global Logistics Network.Career Growth and Professional Industry Development.
A successful Senior Customer Service Executive should have:

• A customer-focused mindset with a proactive attitude.
• 5+ years in marine export operations or customer service management; experience with shipping companies or booking agents preferred.
• Knowledge of Asia-Europe trade lanes, especially FCL sea export/import; experience with DG or special containers is a plus.
• Familiarity with shipping company procedures and customer workflows.
• Proficient in English (written and spoken); able to communicate with international agents.
• Strong customer service mindset, accountability, and ability to perform under pressure.
• Capable of training staff and managing team workload effectively.
• Commercially aware, with the ability to spot business opportunities and support growth initiatives.

A regional logistics provider operating under a larger international group, offering shipping services across Asia and Europe. Known for reliable schedules, fast transit times, and strong operational control through local teams, the company supports efficient cargo movement across key ports in both regions.

• Competitive salary package range.
• Opportunities for career progression within a large organization in the transport and distribution industry.
• Inclusive and supportive work culture based in Shanghai.
• Access to professional training and development programs.
• Engaging and rewarding work environment.

Skills Required