Job Function
General Affair/Admin, Customer Support/Service, Technical Support, Import & Export, Purchase/Procurement (BA & Management), Management (Business Administration & Management), Business/Corporate Planning, Product Management/Vendor/Purchasing/Logistics, Other(Business Administration & Management)
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 Shifta) 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 stateda) SATURDAY 0900hrs – 1900hrs - $60/day b) SUNDAY 0900hrs – 1900hrs - $100/day