Job Description
This is a full-time role for a Customer Service Executive. The incumbent will be responsible for day-to-day tasks such as processing orders, documentation, providing customer service to clients, and ensuring smooth operations for on-road trucking, as well as import and export activities.
Job Scope
Customer Relations & Communication
- Acquire a thorough understanding of key customer needs and requirements.
- Ensure the fulfilment of customer orders.
- Promptly and professionally handle customer inquiries.
- Identify and assess customer needs to ensure service satisfaction.
- Develop SOPs for major clients and ensure the necessary training materials are disseminated to relevant parties.
- Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
Operations Management & Coordination
- Carry out and execute all daily tasks received from customers, ensuring that all relevant information is relayed to the respective Operations Teams at the end of the day.
- Coordinate with vendors, carriers, warehouses, and transport subcontractors.
- Coordinate with customers and relevant parties for logistics arrangements (order processing, instructions, SOPs, permits, documentation, site passes, and special requirements).
- Ensure compliance with internal and external operational procedures.
Data Entry & System Management
- Perform accurate and timely data entry into the respective systems.
- Track and update shipments regularly.
Documentation & Compliance
- Handle import/export documentation, customs declarations, and Portnet operations.
- Generate reports on non-conforming services/events and recommend appropriate corrective actions for management approval before implementing these actions.
Financial & Invoice Management
- Verify contractors invoices as required.
- Provide quotations to customers.
Perform any other duties and responsibilities as assigned from time to time.
Job Requirements
- Diploma or equivalent in logistics, supply chain management, business administration, or a related field.
- Minimum of 2 years relevant experience in customer service or shipping documentation roles within a logistics company.
- Proven track record of working closely with Operations and Customers.
- Good knowledge of the chemical industry and bulk liquid logistics.
- Process-driven mindset with strong critical thinking skills.
- Excellent communication skills.
- Ability to effectively solve issues, make decisions, think critically, and offer creative solutions in freight transportation.
- Strong ability to document correspondence clearly and formally.
- Capable of working in a high-pressure, fast-paced environment.
- Experience with PortNet and TradeNet is an advantage.
- Able to start immediately or within a short notice period.
