Customer Focus Executive (Air Freight & Logistics)

REERACOEN SINGAPORE PTE. LTD.; Singapore; On-site; SGD 42,000 - 65,000; Full time

Benefits offered by this job

Variable Bonus

Annual Leave 15 days

Medical Leave

Birthday Leave

Family Care Leave

Medical Insurance

Dental Benefits

Shift Allowance

Job summary

REERACOEN SINGAPORE PTE. LTD. is seeking a Customer Focus Executive for Air Freight & Logistics in East Singapore. The role centers on servicing customers, coordinating with Operations, and managing end-to-end shipment activities.

You will handle inquiries, support shipments, and work across ERP, FMS and CRM to keep customers informed and issues resolved promptly. Shift work and weekend duties with allowances are part of the package.

Qualifications

• Diploma or Degree in Logistics, Supply Chain, Business Administration, or a related discipline.
• Minimum 5 years of customer service experience in freight forwarding or airfreight.
• Excellent communication, coordination, and customer service skills in English.
• Experience with ERP, FMS, CRM or freight management systems.
• Willingness to work rotating shifts and weekends; able to start within 1 month.

Responsibilities

• Serve as the main point of contact between customers and Operations.
• Manage customer inquiries, complaints, shipment updates and service requests professionally.
• Provide accurate information on shipments, rates and operational matters.
• Coordinate with Operations, Sales, Airlines, Agents, Warehouse and Vendors for shipment execution.
• Monitor shipment progress and address delays or issues to minimize disruptions.
• Maintain customer information in ERP/CRM and manage job creation in ERP.

Skills

Communication

Coordination

Customer service

Education

Diploma or Degree in Logistics/Supply Chain/Business Administration

Tools

ERP

FMS

CRM

Job description

Customer Focus Executive (Air Freight & Logistics) (Ref: ID 36890)

Location: East, Singapore

Responsibilities

Customer Service & Relationship Management

• Serve as the main point of contact between customers and the Operations team.
• Manage customer enquiries, complaints, shipment updates and service-related requests professionally.
• Provide accurate and timely information on shipments, rates, services and operational matters.
• Build and maintain strong customer relationships through proactive and personalized support.
• Maintain accurate and up-to-date customer information in FMS and CRM.
• Manage job creation in ERP and booking modules, including vendor instructions.

Shipment & Operations Management

• Coordinate with Operations, Sales, Airlines, Agents, Warehouse, Vendors and inter-company teams to ensure smooth shipment execution.
• Monitor shipment progress and proactively identify and address delays, discrepancies and operational issues.
• Coordinate with relevant stakeholders to resolve shipment issues and minimize service disruptions.
• Keep customers informed throughout the shipment lifecycle and manage expectations during operational disruptions.

Issue Resolution & Continuous Improvement

• Investigate and resolve customer complaints and complex operational issues.
• Work cross-functionally to identify root causes and drive appropriate resolutions.
• Recommend corrective and preventive actions to reduce recurring customer and operational issues.
• Take ownership of escalated customer issues through to resolution.

Communication & Customer Engagement

• Maintain effective communication with customers, internal teams and external partners.
• Provide regular and proactive shipment and service updates.
• Gather customer feedback and support customer review / QBR activities.
• Identify customer needs and service gaps and work with relevant teams to address them.

Reporting, Analysis & SOP

• Track and analyze customer feedback, service issues and customer satisfaction.
• Identify trends, service gaps and opportunities for operational improvement.
• Assist the HOD in developing, reviewing, and maintaining SOPs and work processes.
• Prepare reports, analysis and operational updates as required.

Billing, Vendor & Compliance Support

• Liaise with customers regarding payment matters, particularly COD shipments.
• Provide secondary support for invoicing activities.
• Assist with vendor cost verification and related documentation.
• Support sub-cert and permit declaration processes.

Customs, Permits & Compliance

• Assist the HOD with customs-related queries and ensure timely responses to Singapore Customs.
• Support permit management and declaration activities.
• Ensure compliance with relevant customs clearance procedures, security protocols, company requirements, and applicable industry standards.
• Support accurate documentation and recordkeeping for compliance purposes.

Management & Operational Support

• Support the Freight Manager / HOD in customer service, operational, and process improvement initiatives.
• Provide support on escalated customer or operational matters.
• Perform other ad-hoc duties and responsibilities as assigned by the Freight Manager / HOD.

Working hours

Weekdays Shift

1. AM SHIFT - 0830hrs to 1800hrs
2. MID SHIFT - 1200hrs to 2000hrs
3. PM SHIFT - 1400hrs to 2200hrs (with $20 shift allowance)

Weekend Shift (One weekend per month)

• Fully WFH (unless otherwise stated) + Allowance

What you will receive

• Variable Bonus (Depends on Company and Individual performance)
• Annual Leave: 15 days
• Medical Leave
• Birthday Leave
• Family Care Leave
• Medical Insurance
• Dental Benefits
• Shift Allowance

Requirements & Preferences

• Diploma or Degree in Logistics, Supply Chain, Business Administration, or a related discipline.
• Minimum 5 years of customer service experience (handling freight documentation and customs regulations) within the freight forwarding or airfreight sector
• Excellent communication, coordination, and customer service skills in English
• Comfortable working in SME settings and a self-starter and independent, with minimal guidance or supervision needed
• Experience with ERP, FMS, CRM, or freight management systems
• Comfortable working on rotating shifts (AM, MID or PM shift) and weekends (weekend duties are WFH, with applicable shift and weekend allowances)
• Able to start work within 1 month

(Advantageous)

• Experience in permit declarations or other related certifications

Registration No.: R1659635 (Nur Haida Sakina)

Recruitment License : 12C5051