Overview

• Salary

  3,000 SGD ~ 3,500 SGD

• Industry

  Land Transportation & Logistics

• Job Description

  Our Client is a leading supply chain and logistics management specialist. They are currently looking for a Customer Focus Executive (Air Freight & Logistics) to be based in their Changi AirFreight Centre.
  
  【Responsibilities】
  Customer Service & Relationship Management
  - Serve as the main point of contact between customers and the Operations team.
  - Manage customer enquiries, complaints, shipment updates and service-related requests professionally.
  - Provide accurate and timely information on shipments, rates, services and operational matters.
  - Build and maintain strong customer relationships through proactive and personalized support.
  - Maintain accurate and up-to-date customer information in FMS and CRM.
  - Manage job creation in ERP and booking modules, including vendor instructions.
  
  Shipment & Operations Management
  - Coordinate with Operations, Sales, Airlines, Agents, Warehouse, Vendors and inter-company teams to ensure smooth shipment execution.
  - Monitor shipment progress and proactively identify and address delays, discrepancies and operational issues.
  - Coordinate with relevant stakeholders to resolve shipment issues and minimize service disruptions.
  - Keep customers informed throughout the shipment lifecycle and manage expectations during operational disruptions.
  
  Issue Resolution & Continuous Improvement
  - Investigate and resolve customer complaints and complex operational issues.
  - Work cross-functionally to identify root causes and drive appropriate resolutions.
  - Recommend corrective and preventive actions to reduce recurring customer and operational issues.
  - Take ownership of escalated customer issues through to resolution.
  
  Communication & Customer Engagement
  - Maintain effective communication with customers, internal teams and external partners.
  - Provide regular and proactive shipment and service updates.
  - Gather customer feedback and support customer review / QBR activities.
  - Identify customer needs and service gaps and work with relevant teams to address them.
  
  Reporting, Analysis & SOP
  - Track and analyze customer feedback, service issues and customer satisfaction.
  - Identify trends, service gaps and opportunities for operational improvement.
  - Assist the HOD in developing, reviewing, and maintaining SOPs and work processes.
  - Prepare reports, analysis and operational updates as required.
  
  Billing, Vendor & Compliance Support
  - Liaise with customers regarding payment matters, particularly COD shipments.
  - Provide secondary support for invoicing activities.
  - Assist with vendor cost verification and related documentation.
  - Support sub-cert and permit declaration processes.
  
  Customs, Permits & Compliance
  - Assist the HOD with customs-related queries and ensure timely responses to Singapore Customs.
  - Support permit management and declaration activities.
  - Ensure compliance with relevant customs clearance procedures, security protocols, company requirements, and applicable industry standards.
  - Support accurate documentation and recordkeeping for compliance purposes.
  
  Management & Operational Support
  - Support the Freight Manager / HOD in customer service, operational, and process improvement initiatives.
  - Provide support on escalated customer or operational matters.
  - Perform other ad-hoc duties and responsibilities as assigned by the Freight Manager / HOD.
  
  【Working hours】
  Weekdays Shift
  a) AM SHIFT – 0830hrs to 1800hrs
  b) MID SHIFT - 1200hrs to 2000hrs
  c) PM SHIFT – 1400hrs to 2200hrs (with $20 shift allowance)
  
  Weekend Shift (One weekend per month) - Fully work from home, unless otherwise stated
  a) SATURDAY 0900hrs – 1900hrs - $60/day
  b) SUNDAY 0900hrs – 1900hrs - $100/day