Commercial Specialist (Customer Service/Land Freight)

TRUST RECRUIT PTE. LTD.; Singapore; Sur place; SGD 55 000 - 85 000; Plein temps

Résumé du poste

TRUST RECRUIT PTE. LTD. seeks an Account Specialist to manage key client relationships in a digital logistics environment. You will monitor health signals, conduct regular check-ins, and drive renewal conversations while identifying cross-sell opportunities.

The role requires 3+ years in customer service or account management in logistics, with strong communication, CRM usage, and data-driven decision making. You will collaborate across teams to ensure service excellence and revenue growth.

Qualifications

• 3+ years in customer service, account coordination, or junior account management in logistics or B2B.
• Strong communication and collaboration with internal and external stakeholders.
• Experience in selling, quoting, and coordinating with vendors and partners.
• Able to prioritize multiple commercial tasks in a fast-paced environment.
• Proficiency with CRM systems and data reporting is required.

Responsabilités

• Monitor account health signals, flag at-risk accounts early and conduct regular check-ins.
• Manage renewal conversations and surface cross-sell/upsell opportunities.
• Support pricing requests, review system pricings, and coordinate with service teams.
• Own end-to-end service ticket resolution within SLA and maintain CRM records.
• Collaborate with truckers, fleet ops, and vendors to resolve issues.

Connaissances

Communication skills

Customer service

Account management

Sales & negotiations

Time management

CRM proficiency

Data analysis

Formation

Diploma or degree in Business / Logistics

Outils

ERP software

CRM systems

Spreadsheets

Description du poste

Key Responsibilities:

Retention & Account Health

• Monitor account health signals (usage patterns, complaint frequency, payment behavior) and flag at-risk accounts early.
• Conduct regular check-ins with assigned accounts to surface issues before they become churn risks.
• Manage renewal conversations for accounts within their portfolio.

Commercial Growth

• Recognize and act on organic cross-sell/upsell signals from service interactions (e.g., additional value-added services and showcase of Company Customer Portal)
• Support pricing/quote requests for expansion volume, review system generated pricings for anything outside standard terms.
• Selling across shippers & hauliers to build up both demand and supply pipeline as well as product level engagement
• Contribute to the team's aggregate revenue and commercial targets

Service & Ticket Resolution

• Own end-to-end resolution of service tickets for assigned accounts (tracking issues, POD, invoicing, exceptions) within SLA of customers
• Escalate and coordinate with outsourced truckers or internal fleet ops on issues requiring operational intervention.
• Maintain accurate CRM/ticket records for handover continuity and reporting.

KPIs

• SLA adherence / ticket resolution time
• Account retention / churn (within portfolio)
• CSAT / NPS
• Cross-sell/upsell contribution

Qualifications

• Candidates should possess strong Communication skills, including clear spoken and written communication and the ability to collaborate effectively with internal and external stakeholders.
• Candidates should possess Customer Service and Account Management skills to maintain relationships, handle inquiries, resolve issues, and support customer retention and satisfaction.
• Candidates should possess Sales and Purchasing skills to support commercial negotiations, prepare quotations, manage orders, and coordinate with vendors and partners.
• Strong organizational and time-management skills, with attention to detail and the ability to prioritize multiple commercial tasks in a fast-paced environment.
• Proficiency in using digital tools and platforms (e.g., CRM systems, spreadsheets, logistics or ERP software) and comfort working with data and reports.
• Require minimum 3 years relevant experience in customer service, account coordination, or junior account management, ideally in logistics/freight/supply chain or B2B. Comfortable in customer-facing, problem-solving conversations; commercial exposure is a plus, not a prerequisite. Candidate with more experience (10 years) will be considered as senior role.
• Diploma or degree in Business, Logistics, Supply Chain, or a related field is preferred, but equivalent practical experience will be considered.
• Ability to work independently and as part of a diverse team, with a proactive mindset and willingness to learn and adapt in a growing digital logistics environment.