CS Domestics Staff

Job Descriptions

Serve as the first point of contact for customers regarding domestic shipment inquiries, complaints, and updates via phone, email, and WhatsApp.

Provide accurate and timely information on shipment status, estimated time of arrival (ETA), and delivery confirmation.

Handle and resolve customer complaints professionally, coordinating with the operational team to provide solutions within agreed service level agreements (SLAs).

• Build and maintain good relationships with existing clients to ensure high retention and customer satisfaction.
• Proactively communicate shipment delays, disruptions, or issues to clients and provide alternative solutions.
• Coordinate with the sales team to support onboarding of new clients and ensure smooth transition into operational processes.
• Prepare and submit regular customer service reports, including complaint logs, resolution times, and customer feedback summaries.

Prepare, process, and verify all documentation related to domestic shipments, including Surat Jalan (Delivery Orders), manifests, proof of delivery (POD), and cargo receipts.

• Ensure all shipping documents are complete, accurate, and submitted on time in accordance with company regulation and client requirements.
• Coordinate with warehouse, courier, and driver teams to ensure documents accompany shipments correctly.
• Monitor and follow up on outstanding or missing PODs (Proof of Delivery) from couriers and drivers.
• Maintain and update the shipment tracking system with accurate document status and delivery updates.
• Archive and organize all shipping documents (physical and digital) in a systematic and traceable manner.
• Coordinate with the Finance/Billing team to ensure shipping documents align with invoicing requirements.
• Coordinate with vendors/agents to ensure timely delivery and avoid additional costs.

Requirements

Minimum 1–2 years of experience in a Customer Services or Document Administration role, preferably in the Logistics, Freight Forwarding, or Courier industry.

• Proficient in Microsoft Office (Word, Excel, Outlook).
• Familiarity with logistics/TMS systems
• Excellent communication skills — both written and verbal.
• Strong attention to detail and document accuracy.
• Ability to multitask and work with tight deadlines in a fast-paced environment.
• Good problem-solving skills and ability to remain calm when handling complaints.
• Team player with a proactive and service-oriented mindset.