Customer Service & Key Account Executive (Land Freight/ Logistics) JL55

TRUST RECRUIT PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

TRUST RECRUIT PTE. LTD. in Singapore seeks an experienced Customer Success / Account Manager to lead retention, growth, and service delivery for assigned client portfolios.

You will monitor account health, drive renewals, surface upsell opportunities, and coordinate with logistics partners to resolve tickets within SLA. A background in logistics or freight and 3+ years of relevant experience is preferred. Strong CRM and data skills, plus a diploma or degree in Business or Supply Chain, will help

Qualifications

• Minimum 3 years in customer service or account management in logistics/B2B.
• Experience in logistics, freight, or supply chain preferred.
• Diploma/degree in Business, Logistics, or related field preferred.

Responsibilities

• Monitor account health signals and flag at-risk accounts early.
• Conduct regular check-ins with assigned accounts to surface issues.
• Manage renewal conversations within portfolio.
• Recognize cross-sell/upsell signals from service interactions.
• Support pricing/quote requests for expansion volume and review system pricings.
• Sell across shippers and hauliers to build pipeline and product engagement.
• Own end-to-end resolution of service tickets within SLA.
• Escalate with outsourced truckers or fleet ops on operational issues.
• Maintain CRM/ticket records for handover and reporting.

Skills

Customer Service

Account Management

Time Management

CRM Experience

Data Analysis

Education

Diploma or degree in Business/Logistics/Supply Chain

Tools

CRM systems

ERP software

Spreadsheets

Job description

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 Customer Service and Account Management skills to maintain relationships, handle inquiries, resolve issues, and support customer retention and satisfaction.
• 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.