Customer Service Executive

We are looking for aCustomer Service Executive to join our team and be a key point of contact between our customers and the operations team.

This role is ideal for someone who enjoys working with customers, coordinating shipments, solving problems, and working closely with different stakeholders in the freight forwarding and logistics environment.

Key Responsibilities

• Act as the main point of contact for customers, providing timely and professional support on shipments, rates, services, and operational matters.
• Build and maintain strong customer relationships through proactive communication and personalized service.
• Coordinate with internal and external stakeholders, including Sales, Operations, Airlines, Agents, Warehouses, and inter-company teams, to ensure smooth shipment execution.
• Monitor and track shipments, proactively identify issues, and coordinate timely resolution.
• Handle customer complaints and service issues, working with relevant teams to identify root causes and implement corrective actions.
• Create jobs in ERP and booking systems, maintain accurate customer information in FMS/CRM, and prepare Vendor Instructions.
• Support customer engagement activities, including gathering feedback and participating in Quarterly Business Reviews (QBRs).
• Assist with billing-related activities, including COD payment coordination, invoicing support, vendor cost verification, Sub-Certificates, and Permit Declarations.
• Assist the HOD with customs-related queries, permit management, and ensuring compliance with Singapore Customs and relevant industry requirements.
• Support the HOD in developing and implementing SOPs and continuous improvement initiatives.
• Perform other ad-hoc duties and projects as assigned by the Freight Manager / HOD.

Job Requirements

• Diploma or Degree in Logistics, Supply Chain Management, Business Administration, or a related discipline.
• Minimum 2 years of relevant experience in freight forwarding, logistics, customer service, or a related industry.
• Experience in air freight or shipment coordination will be an advantage.
• Strong customer service, communication, coordination, and problem-solving skills.
• Good understanding of freight forwarding and shipment processes.
• Familiarity with ERP, FMS, and CRM systems.
• Detail-oriented and able to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office applications, particularly Excel.
• Knowledge of Singapore Customs, permits, and freight forwarding compliancewill be an advantage.
• Proactive, customer-focused, and able to work independently as well as within a team.

Who We're Looking For

Someone who is customer-focused, proactive, organized, and solutions-oriented, with the ability to build strong relationships while managing multiple shipments and stakeholders.

If you are passionate about customer service and logistics and are looking for an opportunity to grow in the freight forwarding industry, we'd love to hear from you.