Customer service executive

Job Summary

You’ll work closely with operations, sales, and overseas agents to ensure end-to-end service excellence from quotation and booking to delivery and issue resolution.

• 13th Month Salary (AWS) + Discretionary Bonus
• Birthday Leave + 15 Days Annual Leave
• Medical Insurance + Dental Reimbursement
• Central location, 5-min walk from Tanjong Pagar MRT
• Exposure to HQ-level operations and regional coordination

• Serve as the primary point of contact for customers (shippers, consignees, agents, and internal stakeholders), managing enquiries, bookings, status updates, and escalations via phone, message, email, and internal system.
• Provide accurate, timely, and professional responses on shipment tracking, documentation requirements, transit times, and service options (FCL/LCL, air express, and cross-trade).
• Liaise with the operations team and external vendors (carriers, truckers, and customs brokers) to proactively identify and resolve service disruptions or delays.
• Prepare and verify customer-facing documents, including quotations, service confirmations, tax invoices, and follow-up correspondence.
• Log, track, and escalate service issues in the company's communication system; contribute to root-cause analysis and continuous improvement initiatives.
• Maintain up-to-date customer profiles and interaction history in the in-house system; uphold data integrity and confidentiality at all times.
• Collaborate cross-functionally to streamline processes, e.g., aligning with operations on documentation handover.

• Minimum: ‘O’ Level/Diploma/Advanced/Higher/Graduate Diploma in Business, Logistics, Supply Chain, or a related field.
• Fluent in both Mandarin and English (written & spoken), an essential liaison with Chinese-speaking clients and supporting cross-border business.
• Minimum 1–2 years of customer service experience in freight forwarding, logistics, shipping lines, or 3PL environments.
• High attention to detail, strong organisational skills, and comfort working with multiple communication platforms.
• Self-motivated, adaptable, and committed to service excellence in a fast-paced, deadline-driven environment.