Customer Service Operation (Lead)

GMP Technologies; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

GMP Technologies in Singapore is seeking a Customer Service Operation Lead to oversee regional freight forwarding and customer service activities, optimize routes, and act as a Control Tower. You will mentor the team, collaborate with sales and logistics, monitor shipments, and drive process improvements to deliver timely, cost-effective services.

Ideal candidates have 5+ years in freight forwarding and strong communication.

Qualifications

• Minimum 5 years of experience in freight forwarding and freight operations.
• Strong knowledge of freight regulations, tariffs and shipping procedures.
• Excellent communication and interpersonal skills to build client and team rapport.
• Proficiency with freight forwarding software (Cargowise) and Microsoft Office.

Responsibilities

• Procure the most effective option based on rates, transit, time, customers requirements etc.
• Develop unique solutions to achieve maximum efficiency (eg. Transshipments. Etc.)
• Act as Control Tower for the region
• Oversee and mentor the customer service team, providing guidance and support to ensure high performance.
• Foster a positive work environment that encourages collaboration and professional growth
• Customer Relationship Management
• Collaborate with sales and logistics teams to ensure seamless shipment process and timely delivery of services.
• Monitor shipments and coordinate with carriers to resolve any issues that may arise.
• Identify opportunities for process improvemens and implement best practices to enhance customer service and operational efficiencies.
• Provide training and ongoing support to team members on airfreight procedures, customer service excellence and industry regulations
• Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management
• Utilize data to drive decision-making and improve service delivery

Skills

Freight forwarding

Communication

Microsoft Office

Cargowise

Tools

Cargowise

Job description

About the job Customer Service Operation (Lead)

Job Responsibilities

• Procure the most effective option based on rates, transit, time, customers requirements etc.
• Develop unique solutions to achieve maximum efficiency (eg. Transshipments. Etc.)
• Act as Control Tower for the region
• Oversee and mentor the customer service team, providing guidance and support to ensure high performance.
• Foster a positive work environment that encourages collaboration and professional growth
• Customer Relationship Management
• Collaborate with sales and logistics teams to ensure seamless shipment process and timely delivery of services.
• Monitor shipments and coordinate with carriers to resolve any issues that may arise.
• Identify opportunities for process improvemens and implement best practices to enhance customer service and operational efficiencies.
• Provide training and ongoing support to team members on airfreight procedures, customer service excellence and industry regulations
• Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management
• Utilize data to drive decision-making and improve service delivery

Job Qualifications

• Minimum 5 years of experience in freight forwarding. Master the skills and excellent experience in freight operation.
• Strong knowledge of freight regulations, tariffs and shipping procedures.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members
• Proficient in freight forwarding software (specifically Cargowise) and Microsoft Office Suite
• Ability to thrive in fast-paced, dynamic environment.

Only shortlisted candidate will be notified.