Customer Support Executive

FIEGE LOGISTICS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A logistics company in Singapore seeks a Customer Support professional to maintain strong client relationships, manage orders and resolve issues. The ideal candidate will ensure timely delivery and compliance with contracts while collaborating with sales and operations teams. Strong communication and problem-resolution skills are vital. This role involves managing client expectations and delivering exceptional service, contributing to business performance through insights and recommendations.

Qualifications

• Strong communication skills to interact with clients and internal teams.
• Ability to manage and prioritize multiple tasks effectively.
• Detail-oriented with a focus on meeting client needs.

Responsibilities

• Cultivate and maintain strong client relationships.
• Collaborate with operations to manage shipments.
• Act as a mediator in disputes between clients and teams.
• Ensure compliance in client contracts and agreements.

Skills

Client Relationship Management

Problem Resolution

Cross-functional Collaboration

Order Management

Job description

Job Summary

As a Customer Support in Fiege Singapore, your primary responsibility is to cultivate and maintain strong, positive relationships with clients, ensuring their needs are met and their expectations are exceeded. You will serve as the main point of contact for clients, providing them with exceptional service and support while collaborating closely with various departments to ensure the efficient and smooth operation of logistics services.

Key Responsibilities

Client Relationship Management

• Build and maintain long-term relationships with assigned clients.
• Understand and anticipate client needs and preferences.
• Address client inquiries, concerns, and requests promptly and professionally.
• Responsible for obtaining monthly/seasonal forecasts.
• Preparing documentation for Inbound, outbound, and delivery, when necessary
• Follow-up on client requests while maintaining target response time and resolution time for requests.
• While catering to the client's requirements, be diligent with the agreed scope of work and SLAs.
• Preparing monthly performance reports and inputs quarterly business reviews.
• On-time invoicing to the client for standard as well as extra charge.
• Create and present reports and business reviews to clients including status reports, meeting agendas and minutes, action logs, risk assessments, etc.
• Regularly communicate with clients through various channels (phone, email, meetings).
• Prepare and deliver reports on key performance metrics and logistics activities to clients.
• Provide clients with insights and recommendations for process optimization.

Order Management

• Collaborate with operations teams to manage and track client shipments and orders.
• Ensure timely delivery and resolve any issues or delays.
• Keep clients informed of order status and updates.
• Monitoring/Maintaining inbound and outbound volume trackers.

Problem Resolution

• Act as a first-level mediator in case of disputes or issues between clients and operation teams.
• Identify root causes and recommend process improvements.
• Seek confirmation and update to reporting manager in case of disputes.

Compliance and Documentation

• Ensure all client contracts and agreements are up to date and in compliance with regulations.
• Maintain accurate records of client interactions and transactions.

Cross-functional Collaboration

• Work closely with sales, operations, and other departments to meet client needs.
• Relay client feedback to internal teams for service improvement.

Finance and Control

• All Transport invoices are to be checked and approved.
• Customer billing