Customer Service Executive

We are looking for an experienced Customer Service Executive who will be expected to proactively
manage customer experience through monitoring and managing of the end-to-end transportation
process. This individual should ensure that execution is done in compliance with company’s
standards so that cargo is delivered as promised to the customer. Customers will be kept informed
throughout the process and be updated should there be any change/deviation. Lastly, he/she will
continue to develop existing relationships with the customers and further understanding their
business needs for future collaboration.

• Be the primary point of contact for the Customers and internal FLS offices.
• Actively build strong relationships with customers and gain knowledge of their business
needs.
• Ensure smooth execution of the end-to-end process, by working closely with the customer
and internal stakeholders.
• Proactively track shipments and notify customers of changes/deviations from the plan,
post discussion with sales owner, communicate solutions or mitigating plans for the
shipment.
• Own of all customer issues and engage relevant stakeholders as needed.
• Manage / improve day to day process interaction with customers by leveraging detailed
customer knowledge.
• Monitor booking trends and follow up with customers to maximize volume performance
and superior service delivery.
• Be fully responsible for customer satisfaction.
• Ensure timely and accurate submission of all relevant documents.
• Issue import, export documentation and payment receipt.
• Ensure collection of all outstanding debts before release shipment.
• Actively drive continuous improvement opportunities both in relation to customers and
internal / external stakeholder.
• Identify, measure, and maintain key performance indicators.
• Perform other duties as assigned by Manager.

• Knowledge in international logistics and freight forwarding
(ocean/air & import/export. Good to have OOG knowledge and experience)
• Minimum 3 years of experience in Customer Service roles in Logistics industry
• Basic English skill (both written and spoken).
• Basic and/or intermediate Microsoft Office suite skill
(Excel, Word, Outlook, and PowerPoint)
• Service oriented, organized, and able to work under pressure.
• Excellent communication and interpersonal skills.
• Passionate and motivated person

• Communication skills
• Service orientation
• Operational excellence
• Analytical skills and multi-tasking
• Attentive to details
• Teamwork

INTERNAL
• Sales
• Warehouse

EXTERNAL
• Business partners
• Customers
• Vendors