Customer Service Executive

Key Responsibilities: 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 5 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.