Freight Customer Experience Specialist

SATSACO GROUP; Singapore; On-site; SGD 36,000 - 72,000; Full time

Job summary

SATSACO GROUP is seeking a Customer Engagement & Support professional in Singapore to handle freight bookings, shipment tracking, and customer inquiries. You will maintain strong customer relationships through timely updates and proactive follow-ups while coordinating with Operations, vendors, and carriers to ensure smooth shipment execution.

The role involves preparing freight documentation, ensuring accuracy and regulatory compliance, handling invoicing, and assisting the Sales team with rate

Qualifications

• Diploma or equivalent in Logistics, Supply Chain, Business or related field.
• Minimum 2 years of experience in freight forwarding, logistics or customer service, preferably in airfreight.
• Experience in airfreight documentation, including MAWB, HAWB and DG Declarations.
• Knowledge of freight forwarding processes and customs documentation.
• Experience with billing and invoicing is an advantage.
• Comfortable using Microsoft Office; experience with freight management or ERP systems is an advantage.
• Good communication and interpersonal skills.
• Strong attention to detail and organizational skills.
• Able to manage multiple tasks and work effectively under time pressure.
• Customer-focused, responsible and team-oriented.
• Comfortable working rotating shifts and scheduled weekend duties.

Responsibilities

• Serve as a point of contact for customers regarding freight bookings, shipment tracking and general enquiries.
• Respond to customer requests and provide timely shipment and service updates.
• Maintain good customer relationships through responsive and professional service.
• Follow up on customer requests and ensure timely closure.
• Coordinate with Operations, vendors, carriers and relevant stakeholders to support smooth shipment execution.
• Monitor shipment status and provide timely updates on pickup, transit and delivery.
• Follow up on shipment delays, discrepancies and operational issues with the relevant teams.
• Assist with booking and post-booking coordination.
• Prepare, check and maintain freight documentation, including MAWB, HAWB, DG Declarations and other relevant shipping documents.
• Ensure documentation is complete, accurate and submitted within required timelines.
• Follow established procedures and support compliance with customs and regulatory requirements.
• Assist with permit and declaration requirements where applicable.
• Prepare and process invoices accurately and within the required timelines.
• Check billing information and supporting documents for accuracy.
• Coordinate with Finance and Operations teams to resolve billing discrepancies or adjustments.
• Handle routine customer complaints and service-related issues professionally.
• Escalate complex or unresolved issues to the appropriate supervisor or manager.
• Follow up with relevant teams to ensure customer issues are addressed in a timely manner.
• Support the Sales team with customer follow-ups, rate quotations and post-booking coordination.
• Assist with providing customers with relevant shipment and service information.
• Maintain accurate customer, shipment and documentation records for operational and audit purposes.
• Update relevant systems and ensure information is kept current.
• Prepare basic reports and updates as required.
• Follow established SOPs and work processes to ensure consistent service delivery.
• Highlight recurring customer or operational issues to the supervisor / manager.
• Support operational activities and process improvement initiatives as required.
• Perform other duties assigned by the Freight Manager / HOD.

Skills

Communication skills

Interpersonal skills

Attention to detail

Organizational skills

Time management

Customer-focused

Team player

Shift flexibility

Education

Diploma in Logistics or related field

Tools

Microsoft Office

Job description

SATSACO GROUP is seeking a Customer Engagement & Support professional in Singapore to handle freight bookings, shipment tracking, and customer inquiries. You will maintain strong customer relationships through timely updates and proactive follow-ups while coordinating with Operations, vendors, and carriers to ensure smooth shipment execution.

The role involves preparing freight documentation, ensuring accuracy and regulatory compliance, handling invoicing, and assisting the Sales team with rate