Customer Service Manager (Operations) - Toa Payoh

As a Customer Service Manager, you’ll be at the heart of seamless global logistics, ensuring every shipment—whether by land, sea, or air—moves smoothly. Your expertise in freight forwarding will shape exceptional customer experiences and efficient operations.

Key Responsibilities:

• · Drive seamless logistics: Oversee import and export shipments across LCL, FCL, and air cargo, making sure deliveries reach their destinations on time.
• Own global coordination: Work directly with overseas agents and customers, managing cross-trade FCL shipments like a pro.
• Be the customer champion: Provide swift, professional responses to inquiries, feedback, and concerns, ensuring every client feels valued.
• Master rate negotiations: Assist with freight rate inquiries, keeping rate records current for competitive pricing.
• Orchestrate shipments: Liaise with local clients, freight forwarders, and overseas agents to coordinate efficient movement of goods.
• Optimize cost efficiency: Manage rate filings with vendors and ocean carriers, ensuring competitive pricing and accuracy.
• Enhance value-added services: Supervise key logistics operations, including fumigation, trucking, stuffing/un-stuffing, and other specialized services.
• Handle critical documentation: Apply for necessary shipping and trade permits, including Certificates of Origin and other required certificates.
• Ensure compliance: Prepare and verify essential import/export paperwork, such as Bills of Lading, arrival notices, and shipping instructions.
• Manage specialized shipments: Submit dangerous goods (DG) applications while adhering to all safety and regulatory requirements.
• Keep finances in check: Issue invoices and payment vouchers for clients and vendors while meticulously verifying vendor invoices.
• Lead with excellence: Mentor and guide a team of customer service executives, driving efficiency and high service standards.

Job Requirements:

• Minimum GCE O Levels, GCE A Levels, or Diploma in a relevant field.
• SC 401 Customs Competency Test for Declarants is a plus!
• At least 5 years of experience in customer service or operations within the Freight Forwarding / Shipping / NVOCC industry.
• Solid understanding of shipping procedures, import/export documentation, permit declarations, and logistics coordination.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Proficiency in Sysfreight ERP is a plus!
• Exceptional interpersonal, communication, and problem-solving skills.
• Strong attention to detail, with the ability to juggle multiple shipments and client accounts effortlessly.
• Bonus points for knowledge of DG cargo handling and customs procedures!

Perks & Benefits:

• 5-day work week to support work-life balance.
• Comprehensive medical & dental benefits.
• A positive and collaborative work environment where teamwork thrives.
• Training & professional development opportunities to help you grow in your career.
• Plus, additional benefits to support your well-being and success