Customer Success Specialist

2 weeks ago

Singapore SECOND TALENT SG PTE. LTD. Full time

**Job Overview**

We are looking for a **Client Success Executive**to join a growing omnichannel logistics team. This role is central to ensuring our clients receive excellent service throughout their engagement — from onboarding to daily fulfillment support. You will act as the bridge between clients and internal teams (warehouse, operations, and tech), ensuring expectations are met, issues are resolved promptly, and opportunities for service improvement are identified.

**Key Responsibilities**
- Act as the **commercial and escalated point of contact**for assigned clients, ensuring a smooth and responsive communication channel.
- Monitor and manage daily **order fulfilment, returns, and delivery performance**across e-commerce platforms.
- Work with internal operations and warehouse teams to **resolve escalations, delays, or discrepancies**in service delivery.
- Ensure SLAs are met and proactively communicate any potential service disruptions.
- Support **client onboarding**, including documentation, platform integration, and process alignment.
- Conduct regular service reviews and performance reporting (e.g., inventory accuracy, order turnaround times, fulfilment KPIs).
- Identify and escalate client issues or improvement opportunities to the management team.
- Collaborate with Sales, Tech, and Ops teams to launch promotions, new product rollouts, or channel expansions for clients.
- Drive account growth through cross-selling and service portfolio expansion, finding ways to increase revenue from existing clients.
- Support sales lead in drafting quotation and commercial matters.

**Requirements**:

- Diploma or Degree in Business, Supply Chain, Logistics, or a related discipline.
- 1-3 years of experience in **client servicing**, **account management**, or **logistics operations**.
- Strong communication skills (verbal and written) and a customer-centric mindset.
- Ability to manage multiple client accounts and resolve issues efficiently.
- Detail-oriented, organized, and able to thrive in a fast-paced, high-volume environment.
- Familiarity with omnichannel fulfillment processes (e-commerce, retail, and B2B) is an advantage.
- Able to work independently and take initiative to improve customer experience

**Preferred Skills**
- Experience with WMS/OMS platforms
- Familiarity with major e-commerce platforms (e.g., Shopify, Shopee, Lazada, Zalora, etc.).
- Proficiency in Microsoft Excel/Google Sheets for tracking and reporting.
- Ability to analyze fulfillment trends and generate insights for service improvements.

**What You’ll Gain**
- Exposure to leading-edge omnichannel logistics solutions and operations.
- Opportunities to grow into client management or project management roles.
- A collaborative team environment focused on innovation and continuous improvement.

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