Customer Service Executive (Freight & Logistics)

SATSACO GROUP; Singapore; On-site; SGD 42,000 - 65,000; Full time

Job summary

SATSACO GROUP in Singapore is seeking a Customer Service & Relationship Management professional to act as the main link between customers and the Operations team. You will handle enquiries, shipments, and service requests, and keep customer data current in ERP, FMS and CRM.

You will coordinate with Operations, Sales, Airlines, Agents, Warehouse and Vendors to ensure smooth shipment execution, monitor progress, and inform customers of any delays or changes during the lifecycle.

Qualifications

• Diploma or degree in logistics, supply chain, business administration or related field.
• Experience in freight forwarding, logistics or customer service.
• Familiarity with ERP, FMS or CRM systems is an advantage.
• Strong communication and stakeholder management skills.

Responsibilities

• Serve as the main point of contact between customers and the Operations team.
• Manage customer enquiries, complaints, shipment updates and service requests.
• Provide accurate information on shipments, rates, services and operations.
• Coordinate with Operations, Sales, Airlines, Agents, Warehouse and Vendors for shipment execution.
• Monitor shipment progress and address delays and issues proactively.
• Maintain customer information in ERP/FMS/CRM and support billing and compliance.
• Keep customers informed throughout the shipment lifecycle and manage expectations.

Skills

Freight forwarding experience

Customer service experience

ERP/FMS/CRM proficiency

Communication skills

Stakeholder coordination

Problem solving

Education

Diploma or Degree in Logistics/SCM/Business Admin

Tools

ERP systems

FMS

CRM

Job description

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-certs 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.

Requirements

• Diploma or Degree in Logistics, Supply Chain, Business Administration or a related discipline.

• Relevant experience in freight forwarding, logistics or customer service, preferably in airfreight.

• Good understanding of freight forwarding and shipment processes.

• Experience handling customer escalations and coordinating with multiple stakeholders.

• Experience with ERP, FMS, CRM or freight management systems is an advantage.

• Knowledge of customs permits and freight-related documentation is preferred.

• Strong communication, interpersonal and stakeholder management skills.

• Strong problem-solving, analytical and follow-up skills.

• Good attention to detail with the ability to manage multiple priorities.

• Proactive, customer-focused and able to take ownership of tasks and issues.

• Able to work independently as well as collaboratively with internal and external stakeholders.

• Rotating shifts and one weekend duty per month apply. Weekend duties are WFH, with applicable shift and weekend allowances.