About this role
Customer service and service-level performance.
- Responsiveness and proactive communication.
- Shipment visibility and milestone compliance.
- Data accuracy and quality of customer information.
- Customer satisfaction and continuous service improvement.
Customer Service & Shipment Coordination
- Act as the main point of contact for assigned customers and coordinate their day-to-day shipment requirements.
- Provide proactive, timely and accurate communication throughout the shipment lifecycle.
- Coordinate shipments with customers, origins, destinations, carriers and other operational stakeholders.
- Anticipate delays and exceptions, coordinating solutions and keeping customers informed through resolution.
- Ensure customer SOPs, requirements and agreed service levels are consistently met.
Shipment Visibility & Service Control
- Monitor bookings, documentation, departures, arrivals and key shipment milestones.
- Maintain accurate and timely shipment information in APL Logistics systems.
- Ensure customers receive appropriate visibility and status updates.
- Identify recurring service issues and support corrective actions and continuous improvement.
- Support customer onboarding and implementation of new business.
Cross-Functional Support
- Work closely with Operations and other internal teams to ensure effective shipment execution.
- Provide accurate customer and shipment information to internal departments as required.
- Coordinate effectively with APL Logistics regional and global teams.
Relevant experience in Customer Service within freight forwarding or international logistics.
- Good knowledge of ocean import/export processes and shipment coordination; air freight knowledge is an advantage.
- Strong customer focus, proactive communication, responsiveness and problem-solving skills.
- Experience with freight forwarding systems such as CargoWise and data analysis/reporting tools is highly desirable.
- Strong organizational skills; Portuguese and English required, with Spanish considered an advantage.