Customer Service Executive (Regional Logistics Operations)

Work Schedule: 5-day work week (Monday to Friday)

Role Overview

This role requires strong operational ownership, attention to detail, and the ability to manage escalations independently. Must be comfortable handling cross-country coordination and ensuring documentation and billing accuracy without close supervision.

1. Regional Operations Coordination

• Oversee daily order collections and deliveries across APJ country teams.
• Review and validate collection log forms before submission to ensure accuracy.
• Maintain Daily TAT reports and proactively identify shipment delays.
• Follow up with country teams on outstanding collections and deliveries.
• Communicate shipment updates and service disruptions to client in a timely manner.

1. Documentation & Quality Control

• Verify PODs, collection details, and supporting photos for discrepancies.
• Ensure documentation accuracy before submission to client.
• Raise discrepancies to country teams and ensure corrections are made.
• Maintain organised and audit-ready records.

1. RFQ & Quotation Management

• Respond to (Request for Quotation) RFQ queries within agreed SLA.
• Coordinate with country teams to prepare costings.
• Independently prepare Australia quotations for non-regional and standard requests.
• Issue final quotations after delivery completion and POD confirmation to client.

1. Billing & Invoice Verification

• Verify monthly billing reports and update Local Service Provider (LSP) cost records.
• Ensure all completed CRs are billed accurately.
• Conduct detailed invoice verification, especially for Australia accounts.
• Identify incorrect charges and coordinate with vendors to rectify discrepancies before payment submission.

1. Stakeholder Communication & Escalation Handling

• Respond to operational queries (order status, delivery details, escalations).
• Manage client expectations during shipment delays.
• Escalate issues appropriately, with proposed solutions where possible.
• Track open issues to closure.

1. System & Data Accuracy

• Support country teams on system-related issues (access, data retrieval, updates).
• Report data discrepancies to IT and follow through until rectified.
• Ensure accuracy of operational data (POD dates, asset quantity, etc.).

• Diploma or Degree in Logistics, Supply Chain, Business, or related field.
• 2-3 years of experience in regional logistics operations.
• Experience handling client communication and operational escalations.
• Strong experience in invoice verification and cost reconciliation.
• Proficient in Excel (pivot tables, reconciliation tracking, reporting).
• Able to manage multiple follow-ups with minimal supervision.
• Requires analytical thinking and proactive problem-solving.