Senior Customer Service Executive (Freight Forwarding)

Private Advertiser; Singapore; On-site; SGD 42,000 - 66,000; Full time

Benefits offered by this job

Career development

Flexible work arrangements

Global logistics exposure

Equal opportunity employer

Job summary

Accredited Cargo Line Pte. Ltd. in Singapore is seeking a Senior Customer Service Executive to join our Kallang Central Region office on a full-time basis.

You will deliver outstanding support and uphold service standards across our freight and cargo forwarding operations, acting as the cornerstone of client relationships. The role requires handling high-volume inquiries, coordinating shipment documentation, and liaising with carriers and authorities to ensure timely delivery.

Qualifications

• Minimum 5 years of customer service experience in freight forwarding or logistics.
• Proven ability to handle high-volume inquiries and resolve complex issues.
• Strong knowledge of freight forwarding documentation, customs procedures, and international shipping.
• Excellent written and verbal communication, with internal and external stakeholders.
• Proficiency with logistics management systems, shipping software, and MS Office.
• Organised and able to prioritise multiple tasks under pressure.
• Familiarity with Singapore port operations and customs clearance is advantageous.
• Certifications in freight forwarding or logistics are preferred but not required.

Responsibilities

• Maintain relationships with existing clients and coordinate their freight forwarding needs.
• Process and coordinate shipment documentation (bills of lading, declarations).
• Liaise with carriers, ports, customs authorities to ensure smooth cargo movement.
• Respond to customer inquiries, investigate issues, and implement solutions.
• Track shipments and provide clients with status updates.
• Prepare quotations and cost estimates for services.
• Support the sales team in acquiring new clients through service excellence.
• Maintain detailed records of transactions and communications.
• Mentor junior staff and uphold company service standards.
• Identify process improvements to enhance efficiency and customer experience.

Skills

Customer service

Freight forwarding knowledge

Communication

Documentation handling

MS Office

Tools

Logistics software

Job description

About us

Accredited Cargo Line Pte. Ltd. is a leading freight and cargo forwarding company committed to delivering exceptional logistics solutions worldwide. We specialise in comprehensive cargo handling, customs clearance, and freight forwarding services that connect businesses across global markets. With a reputation built on reliability, efficiency, and customer-centric excellence, we pride ourselves on being a trusted partner for organisations navigating the complexities of international trade and logistics.

About the role

We are seeking a Senior Customer Service Executive to join our dynamic team at our Kallang Central Region office on a full-time basis. In this pivotal role, you will be responsible for delivering outstanding customer support and maintaining exceptional service standards across our freight and cargo forwarding operations. As a Senior Customer Service Executive, you will be the cornerstone of our client relationships, ensuring seamless communication, timely problem resolution, and consistent delivery of our core logistics services. Your expertise will be instrumental in strengthening client satisfaction, driving business retention, and contributing to the growth of Accredited Cargo Line Pte. Ltd.

Key responsibilities

• Managing and nurturing relationships with existing clients, ensuring their freight and cargo forwarding requirements are met with precision and professionalism
• Processing and coordinating shipment documentation, including bills of lading, customs declarations, and other freight-related paperwork
• Liaising with carriers, ports, customs authorities, and other stakeholders to ensure smooth cargo movement and timely delivery
• Responding to customer enquiries and complaints promptly, investigating issues, and implementing effective solutions to maintain satisfaction
• Tracking and monitoring shipments in transit, providing clients with regular updates on cargo status and delivery schedules
• Preparing accurate quotations and cost estimates for freight forwarding services, negotiating rates where appropriate
• Supporting the sales team in acquiring new clients and expanding the customer base through excellent service delivery
• Maintaining detailed records of transactions, communications, and client interactions within our management systems
• Mentoring and supporting junior customer service staff, ensuring consistency in service quality and adherence to company standards
• Identifying process improvements and best practices to enhance operational efficiency and customer experience

What we're looking for

• Minimum 5 years of customer service experience within the freight forwarding, cargo handling, or logistics industry, able to declare Dangerous Cargo will be an advantage.
• Proven track record of managing high-volume customer interactions and resolving complex logistics issues effectively
• Strong knowledge of freight forwarding operations, including documentation requirements, customs procedures, and international shipping regulations
• Excellent communication skills, both written and verbal, with the ability to liaise effectively with internal teams and external stakeholders
• Proficiency in using logistics management systems, shipping software, and Microsoft Office applications
• Organisational skills with the ability to prioritise multiple tasks, meet deadlines, and work under pressure
• Customer-focused mindset with a genuine commitment to exceeding client expectations and delivering exceptional service
• Ability to work independently while contributing positively to a collaborative team environment
• Strong problem-solving abilities with attention to detail and accuracy in documentation
• Familiarity with Singapore port operations and customs clearance procedures is highly desirable
• Certification or qualifications in freight forwarding, logistics, or customs clearance is preferred but not essential

What we offer

At Accredited Cargo Line Pte. Ltd., we are committed to supporting our employees' professional growth and wellbeing. We offer a competitive salary package commensurate with your experience and qualifications. Our additional benefits include opportunities for career development and progression within a growing organisation, exposure to diverse international logistics challenges that enhance your expertise, a supportive and collaborative work environment where your contributions are valued, flexible arrangements to support work-life balance, and comprehensive support from management and senior colleagues. We are an equal opportunity employer and encourage applications from all qualified candidates.