Customer Service & Logistics Coordinator

DHL Global Forwarding; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

DHL Global Forwarding in Singapore is seeking an organized logistics professional to manage end-to-end shipment lifecycles. You will coordinate with the Global Service Center (GSC), ensure SOP adherence, and deliver proactive customer updates to strengthen trust.

You will also identify upselling opportunities, optimize gross profit through routing choices, and collaborate with Customs, Finance, Warehouse and Sales to ensure service excellence.

Qualifications

• Diploma or bachelor’s degree in logistics or related field or equivalent work experience.
• Minimum 2 years of relevant work experience in logistics or freight.
• Strong communication and stakeholder management skills.

Responsibilities

• Organize and coordinate timely execution of all shipment lifecycle tasks.
• Act as the primary contact for customers and stakeholders with proactive updates.
• Build and maintain customer relationships and provide logistics solutions.
• Identify upselling opportunities to contribute to profitability.
• Coordinate with the GSC to ensure accurate back-office execution.
• Oversee import/export processes, ensuring compliance with regulations.
• Collaborate with Customs, Finance, Warehouse and Sales for service delivery.
• Handle escalations and provide timely resolutions.

Skills

Customer Service

Stakeholder Management

Upselling

Problem solving

Communication skills

Working towards deadlines

Education

Diploma or bachelor’s degree in logistics

Tools

Flow

Reporting

MyHG

Microsoft Office

AI (copilot)

Job description

Job Purpose

Manage end-to-end customer orders, while ensuring the following in line with business strategy and objectives, corporate guidelines and policies:

• Operational process compliance (adherence to SOPs)
• Coordination of back-office activities with the Global Service Center (GSC)
• Proactively identifying opportunities for upselling

Job Purpose

• Operational process compliance (adherence to SOPs)
• Maximize file profitability
• Deliver excellent Customer Service
• Coordination of back-office activities with the Global Service Center (GSC)
• Proactively identifying opportunities for upselling

Key Tasks

Business Activities

• Organize and coordinate timely and accurate execution of all tasks in the shipment life cycle.
• Act as the primary point of contact for customers and stakeholders, providing proactive updates and managing expectations throughout the shipment lifecycle.
• Build and maintain strong customer relationships by understanding business needs and providing logistics solutions.
• Be upfront and proactive with customers to anticipate needs, resolve issues early, and strengthen trust.
• Identify upselling opportunities (Cargo Care portfolio, GoGreen, Insurance etc.) that contribute to file profitability.
• Optimize Gross Profit (GP) through vendor and routing selection.
• Handle escalations timely and provide resolutions to maintain customer satisfaction.
• Leverage business knowledge to support decision-making, problem-solving, and customer advisory.

Coordination with GSC (Global Service Center)

• Assign to/coordinate with the GSC to ensure timely and accurate execution of operational back-office tasks.
• Monitor the quality, accuracy, and timeliness of all tasks performed by the GSC to ensure operational excellence.

Operational Oversight & Compliance

• Oversee import/export processes, ensuring adherence to internal procedures, customs regulations, and legislative requirements.
• Verify entries, documents, invoices, and calculations (conversions, weights, and volumes) for accuracy and compliance.
• Ensure all required documents are properly prepared, distributed, and archived.
• Escalate and address deviations, recommending corrective actions to improve process effectiveness and efficiency.

Cross-Functional Collaboration

• Collaborate with internal functions such as Customs, Finance, Warehouse, and Sales to support seamless service delivery.
• Connect with overseas offices and stakeholders to validate and align on shipment information.
• Act as a bridge between internal stakeholders, the GSC, and customers to ensure smooth execution and service excellence.

Stakeholders

• Develop trusting relationships with customers through consistent & customer-facing engagement
• Work with GSC, Customs, Warehouse, Finance, Sales departments and external parties (Vendors & Customers)
• Support and interact primarily with colleagues of own function and the broader HG network

Management Responsibility

• Individual contributor without direct responsibility for leading others

Skills

Industry Knowledge

• Ocean Freight, Air Freight, Road Transport, Warehouse, Customs, Trade Compliance, Import/Export, Sanctioned Countries, Bill of Lading, Certificate of Origin, Shipping Order, Commercial Invoicing, Packing List, Third Party Logistics, Market Knowledge

Systems & Tools

• Flow, Reporting, MyHG, Microsoft Office, AI (copilot)

Business Skills

• Business Processes, Stakeholder Management, Commercial skills (e.g. upselling), Communication skills, Customer Service, Problem solving, Working towards deadlines

Qualifications & Key Requirements

Education Level

• Diploma or bachelor’s degree in logistics or related field (e.g. Supply Chain Management, Logistics, International Trade or Business Administration) or equivalent relevant work experience.

Experience Level

• 2 years