Customer Service Executive

**JOB DESCRIPTION**
- Answer phone enquiries and orders professionally and efficiently with the use of good telephone techniques, customer service, speed and accuracy
- Respond to customer enquiries and provide quotations to customers promptly
- Ensure timely and accurate processing of orders and issue billings accordingly
- Ensure procedures for processing of orders with specific restrictions and that require price approval are strictly adhered to
- Work closely with overseas agent/partner and customer for scheduling of shipment
- Check on vessel sailing schedule, source for quotations, negotiate rates with carrier and co-loader, and confirm booking with carrier
- Follow up and update customer on all shipment details, schedule and status
- Request loading plan from freight forwarder at least 2 working days before vessel expected time of arrival and share loading plan with customer; and coordinate on all loading issues
- Send stuffing photos, tally sheet, shipping note and final summary to overseas agent/partner
- Arrange for cargo pick up, permit clearance and transfer; and attend to customer queries; and engage haulier services when necessary
- Check commodity harmonized system code if applicable
- Manage and coordinate the flow of information between customers, warehouse and the transport team concerning the status of orders, incoming shipments, arrangement for cargo pick up, engagement of haulier services, unstuffing of incoming shipments, delivery arrangement, wrong orders, returned/damaged goods, unavailable loading bay at customer site, direct reject of orders at point of delivery, etc
- Ensure that critical information with regard to urgent delivery, special timing request are communicated and follow up with the transport team till completion of delivery
- Liaise with customers to evaluate and establish actual reason for direct reject of orders at the point of delivery; and rectify the error when necessary and work with finance to process credit note promptly and accurately
- Work closely with accounts team to:
a. Resolve and reconcile credit note discrepancies against payment made by customers;
b. Resolve and reconcile price error in orders and generate price difference credit note upon receipt of approval from customers and the Company
- Exercise good customer service skill when managing difficult customers and/or customer complaints
- Verify and analyse information gathered from customers’ feedback; and resolve the issues on the spot whenever possible. Otherwise, work closely with the relevant department to ensure customer complaints are appropriately addressed, service recovery are carried out promptly and preventive actions are in place to prevent recurrence of similar issues
- Provide administrative support when necessary and this includes but not limited to filing, data entry, retrieval of documents, etc or any other duties assigned
- Analyse data pertaining to customer feedback and complaints to identify key focus areas; and propose and executive action plans to enhance quality of service, improve process efficiency and service standard so that optimal results are achieved
- Perform scheduled service call to customers semi annually to gather customer feedback and strengthen relations
- Other ad hoc duties as assigned

**QUALIFICATIONS**
- Minimum Diploma in Supply Chain Management, Logistics or relevant field
- Fresh Diploma/Degree graduates are welcome to apply
- Prior experience in customer service and/or in the logistics industry would be distinct advantages
- Knowledge in import/export shipping procedure, incoterms and documentation are added advantages
- Proficiency in Microsoft Office is a pre-requisite
- Excellent communications and interpersonal skills with ability to build key relationships across all levels with internal and external stakeholders
- Self-starter who is hands-on, motivated, flexible, meticulous, proactive and action driven
- Strong planning, organizing, prioritization and time management skills
- A strong team player with commitment to collaborate with other functions of the Company
- Able to multitask and work under pressure and tight deadlines independently

**LOCATION OF WORK**

1 One-north Crescent #07-02 (Will be shifting to 192 Pandan Loop in Oct 2024)

**WORKING HOURS**

Monday to Friday : 9am - 6pm

Extended hours depending on the exigencies of service