About the role

We are seeking an experienced and detail-driven Senior Customer Service Executive to strengthen our Ocean Export team. In this role you will manage complex export shipments end-to-end, act as an escalation point for the customer service team, and serve as a trusted partner to our key accounts. You will work closely with Operations, Pricing, carriers, and our overseas network to ensure export service delivery consistently exceeds client expectations.

Key responsibilities

Manage the end-to-end handling of complex and high-value ocean export bookings, from receipt of instructions through to final documentation and departure confirmation.

• Audit and verify export documentation — bookings, Shipping Instructions, Bills of Lading, commercial invoices, and packing lists — for accuracy and compliance before release.

• Coordinate strategically with carriers, co-loaders, and overseas agents to secure vessel space, meet documentation cut-offs, and resolve routing or space constraints.

• Act as the primary escalation point for the Customer Service team on complex export queries, non-standard shipments (e.g. dangerous goods, reefer, out-of-gauge), and customer complaints.

• Provide proactive shipment status updates to customers (e.g. vessel departure, arrival, delays), maintaining strict adherence to the "Bad News First" policy to manage expectations effectively.

• Serve as a dedicated point of contact for key accounts, guiding customers on the correct preparation of export documents and Incoterms requirements to ensure smooth customs clearance.

• Mentor and support junior Customer Service Executives, sharing best practices and helping to strengthen the team's overall service standards.

• Ensure all customer-facing milestones are updated accurately and on time in the operating system, and support adherence to account-specific SOPs.

Qualifications, Skills and Experience

• Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field.

• 3-6 years of experience in a Customer Service role within a Freight Forwarding company, with a strong focus on Ocean Export.

• Solid understanding of Ocean Export processes (FCL/LCL), Incoterms, and export documentation (HBL/MBL, Shipping Instructions).

• Demonstrated ability to handle complex files independently and act as an escalation point for the wider team.

• Excellent communication skills in Thai and English (written and spoken).

• Proficiency in Microsoft Office (Outlook, Excel) and freight forwarding operating systems.

About us

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future. In Asia Pacific, DP World employs more than 7,000 people, and has ports and terminals in 17 locations.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.