Customer Service & Logistics Coordinator

Job Purpose

Manage end-to-end customer orders, while ensuring the following in line with business strategy and objectives, corporate guidelines and policies:

• Operational process compliance (adherence to SOPs)
• Maximize file profitability
• Deliver excellent Customer Service
• Coordination of back-office activities with the Global Service Center (GSC)
• Proactively identifying opportunities for upselling

Key Tasks

Business Activities

• Organize and coordinate timely and accurate execution of all tasks in the shipment life cycle.
• Act as the primary point of contact for customers and stakeholders, providing proactive updates and managing expectations throughout the shipment lifecycle.
• Build and maintain strong customer relationships by understanding business needs and providing logistics solutions.
• Be upfront and proactive with customers to anticipate needs, resolve issues early, and strengthen trust.
• Identify upselling opportunities (Cargo Care portfolio, GoGreen, Insurance etc.) that contribute to file profitability.
• Optimize Gross Profit (GP) through vendor and routing selection.
• Handle escalations timely and provide resolutions to maintain customer satisfaction.
• Leverage business knowledge to support decision-making, problem-solving, and customer advisory.

Coordination with GSC (Global Service Center)

• Assign to/coordinate with the GSC to ensure timely and accurate execution of operational back-office tasks.
• Monitor the quality, accuracy, and timeliness of all tasks performed by the GSC to ensure operational excellence.

Operational Oversight & Compliance

• Oversee import/export processes, ensuring adherence to internal procedures, customs regulations, and legislative requirements.
• Verify entries, documents, invoices, and calculations (conversions, weights, and volumes) for accuracy and compliance.
• Ensure all required documents are properly prepared, distributed, and archived.
• Escalate and address deviations, recommending corrective actions to improve process effectiveness and efficiency.

Cross-Functional Collaboration

• Collaborate with internal functions such as Customs, Finance, Warehouse, and Sales to support seamless service delivery.
• Connect with overseas offices and stakeholders to validate and align on shipment information.
• Act as a bridge between internal stakeholders, the GSC, and customers to ensure smooth execution and service excellence.

Stakeholders

• Develop trusting relationships with customers through consistent & customer-facing engagement
• Work with GSC, Customs, Warehouse, Finance, Sales departments and external parties (Vendors & Customers)
• Support and interact primarily with colleagues of own function and the broader HG network

Management Responsibility

• Individual contributor without direct responsibility for leading others

Skills

Industry Knowledge

• Ocean Freight, Air Freight, Road Transport, Warehouse, Customs, Trade Compliance, Import/Export, Sanctioned Countries, Bill of Lading, Certificate of Origin, Shipping Order, Commercial Invoicing, Packing List, Third Party Logistics, Market Knowledge

Systems & Tools

• Flow, Reporting, MyHG, Microsoft Office, AI (copilot)

Business Skills

• Business Processes, Stakeholder Management, Commercial skills (e.g. upselling), Communication skills, Customer Service, Problem solving, Working towards deadlines

Qualifications & Key Requirements

Education Level

· Diploma or bachelor’s degree in logistics or related field (e.g. Supply Chain Management, Logistics, International Trade or Business Administration) or equivalent relevant work experience.

Experience Level

· 2 years