Customer Service Specialist

About the Company

As one of the world’s top 7 forwarding and top 3 3PL logistics service providers, Nippon Express is globally recognised for excellence and customer-focused freight forwarding solutions. We deliver integrated, end-to-end logistics and supply chain solutions that enable our customers to succeed. Our commitment to operational excellence, innovation, and professional development ensures we remain a leading provider in the logistics industry.

About the Opportunity

This role fully appreciates and understands customer expectations and looks to exceed expectations every time through great teamwork and an environment of continuous improvement.

The Customer Service Specialist acts as a solutions focused direct liaison between Nippon Express & our Customers, enhancing their experience & quality of service thereby increasing both profitability & business relationships.”

To be successful in this role - you MUST have Freight Forwarding Operations experience.

Key Responsibilities

• Deliver superior customer service through quick issues resolution and proactive management of supply chain issues and resolutions

• Communicate with customers at all levels, appropriately and professionally, building close working relationships with key customers via service levels

• Act as the primary contact for assigned clients, ensuring timely, professional, and culturally appropriate communication 

• Build and maintain strong, long-term relationships with client stakeholders across local operations and overseas headquarters.

• Oversee and coordinate the entire end-to-end supply chain process: from international cargo booking, customs brokerage clearance, to warehouse storage/inventory management and final-mile delivery.

• Collaborate with internal teams (Air, Ocean, Customs, Warehouse, and Transport) to meet client SLAs and KPIs.

• Proactively monitor shipments and logistics flows to identify, isolate, and resolve any bottlenecks, delays, or disruptions before they impact the client.

• Lead the investigation of service issues, provide structured troubleshooting, and communicate transparent, timely solutions to clients.

• Identify opportunities for cross-selling and up-selling logistics and warehousing services and provide leads to sales team.