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Customer Service Executive

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Jurong East, Singapore Revochem Industries Pte Ltd Full time

Job Description

This is a full-time role for a Customer Service Executive. The incumbent will be responsible for day-to-day tasks such as processing orders, documentation, providing customer service to clients, and ensuring smooth operations for on-road trucking, as well as import and export activities.

Job Scope

Customer Relations & Communication

  • Acquire a thorough understanding of key customer needs and requirements.
  • Ensure the fulfilment of customer orders.
  • Promptly and professionally handle customer inquiries.
  • Identify and assess customer needs to ensure service satisfaction.
  • Develop SOPs for major clients and ensure the necessary training materials are disseminated to relevant parties.
  • Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.

Operations Management & Coordination

  • Carry out and execute all daily tasks received from customers, ensuring that all relevant information is relayed to the respective Operations Teams at the end of the day.
  • Coordinate with vendors, carriers, warehouses, and transport subcontractors.
  • Coordinate with customers and relevant parties for logistics arrangements (order processing, instructions, SOPs, permits, documentation, site passes, and special requirements).
  • Ensure compliance with internal and external operational procedures.

Data Entry & System Management

  • Perform accurate and timely data entry into the respective systems.
  • Track and update shipments regularly.

Documentation & Compliance

  • Handle import/export documentation, customs declarations, and Portnet operations.
  • Generate reports on non-conforming services/events and recommend appropriate corrective actions for management approval before implementing these actions.

Financial & Invoice Management

  • Verify contractors' invoices as required.
  • Provide quotations to customers.

Perform any other duties and responsibilities as assigned from time to time.

Job Requirements

  • Diploma or equivalent in logistics, supply chain management, business administration, or a related field.
  • Minimum of 2 years' relevant experience in customer service or shipping documentation roles within a logistics company.
  • Proven track record of working closely with Operations and Customers.
  • Good knowledge of the chemical industry and bulk liquid logistics.
  • Process-driven mindset with strong critical thinking skills.
  • Excellent communication skills.
  • Ability to effectively solve issues, make decisions, think critically, and offer creative solutions in freight transportation.
  • Strong ability to document correspondence clearly and formally.
  • Capable of working in a high-pressure, fast-paced environment.
  • Experience with PortNet and TradeNet is an advantage.
  • Able to start immediately or within a short notice period.