Customer Service Executive

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.

Key Responsibilities:

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 5 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.

Work Location: Jurong East