Customer Service Officer B2B
Job Summary
We are seeking a Customer Service Officer (B2B & Freight Operations) to support our logistics and freight operations in Singapore. This role acts as a key liaison between customers, business partners, freight service providers, and internal teams, ensuring smooth coordination of domestic and international shipments. The ideal candidate is detail-oriented, service-driven, and operationally disciplined to manage multiple cases effectively.
Responsibilities
- Manage B2B customer inquiries and support
- Coordinate freight and shipment operations
- Resolve delivery and billing issues
- Maintain CRM records and operational reports
- Ensure SOP compliance and process improvement
Required Skills
- 1–3 years logistics/CS experience
- Freight forwarding knowledge
- CRM and dashboard proficiency
- Multitasking and problem-solving
- Excellent communication skills
Job Details
### Role Overview
We are seeking a Customer Service Officer (B2B & Freight Operations) to support our logistics and freight operations in Singapore. This role acts as a key liaison between customers, business partners, freight service providers, and internal teams, ensuring smooth coordination of domestic and international shipments.
### Key Responsibilities
**Customer Service & Stakeholder Support**
- Act as the primary point of contact for B2B customers, merchants, and internal stakeholders via email, chat, or phone.
- Handle inquiries related to orders, shipments, delivery status, billing, documentation, and service terms.
- Provide timely, accurate, and professional responses aligned with service standards and SLA requirements.
**B2B Operations & Freight Coordination**
- Support daily operations for domestic and international freight (air, sea, and road).
- Coordinate with freight forwarders, carriers, agents, and internal operations teams.
- Monitor shipment milestones including booking, pickup, transit, customs clearance, and delivery.
**Issue Resolution & Escalation**
- Investigate shipment and service issues including delays, damages, lost shipments, documentation errors, and billing disputes.
- Coordinate resolutions with operations, finance, and external service providers.
- Escalate critical cases according to SOPs and ensure proper follow-up and closure.
**Case Management & Reporting**
- Accurately log cases, incidents, and resolutions in CRM or ticketing systems.
- Track recurring issues and support root cause analysis.
- Assist in preparing daily, weekly, or monthly operational reports.
**Process Compliance & Improvement**
- Follow established SOPs and escalation frameworks.
- Identify process gaps and operational inefficiencies.
- Support continuous improvement initiatives and system enhancements.
### Requirements & Qualifications
- Diploma or Degree in Business, Logistics, Supply Chain, or related field.
- 1–3 years of experience in customer service, logistics, freight forwarding, or operations support.
- Experience working with external vendors, partners, or enterprise customers.
- Strong problem-solving and multitasking abilities.
- Excellent written and verbal communication skills.
- Comfortable using CRM systems and operational dashboards.
- Willingness to work extended hours during peak shipment periods if required.
### Key Competencies
- Customer-centric mindset.
- Ownership and accountability.
- Structured and calm under pressure.
- Strong coordination and stakeholder management skills.
- High attention to detail and accuracy.