Senior Customer Service Officer - Contract Logistics/SCM

Our Client, in the Logistics Industry located in East has an opening for Senior Customer Service Officer - Contract Logistics/SCM

• 1 Year Renewable Contract

• Day Shift: 0800 – 1745 (5 Day Work Week)

The Senior Logistics Customer Service Officer plays a critical role in managing customer relationships and ensuring the smooth and efficient handling of logistics-related inquiries, issues, and requests. This position involves providing high-level customer support, resolving complex issues, and coordinating closely with internal teams such as logistics, warehousing, and transportation. The Senior Officer will also mentor and assist junior customer service staff while ensuring the delivery of exceptional service to clients and stakeholders.

Customer Service Management:

• Serve as the primary point of contact for key clients regarding logistics-related matters, including inquiries, complaints, and special requests.

• Handle complex customer issues, ensuring timely and effective resolutions.

• Provide proactive communication to customers regarding order status, shipment updates, delays, and potential disruptions.

• Foster long-term customer relationships through personalized service and solutions.

Problem Resolution:

• Identify, investigate, and resolve complex logistics and delivery-related issues, including shipping discrepancies, delayed shipments, and inventory concerns.

• Work closely with internal departments (e.g., logistics, warehouse, transportation) to ensure problems are addressed promptly and effectively.

• Ensure that customer complaints and inquiries are handled with professionalism and empathy, maintaining a positive customer experience.

Team Support and Mentoring:

• Support and guide junior customer service staff, providing mentoring, training, and coaching to improve team performance and service delivery.

• Help develop and implement standard operating procedures (SOPs) for customer service excellence within the logistics department.

• Oversee and assist with training initiatives for new customer service staff, ensuring a high level of product and process knowledge.

Order and Shipment Management:

• Monitor and track customer orders from initiation through to final delivery, ensuring accuracy and timeliness.

• Collaborate with logistics and warehouse teams to prioritize orders, ensuring prompt fulfilment and shipment.

• Investigate and resolve any shipping errors or discrepancies, keeping customers informed throughout the process.

Process Improvement and Reporting:

• Identify areas for process improvement and recommend solutions to enhance customer satisfaction and operational efficiency.

• Assist in the development and implementation of new customer service processes or tools.

• Prepare reports on customer service metrics (e.g., response time, resolution time, customer satisfaction) for management review.

Collaboration and Communication:

• Act as a liaison between customers and internal teams to ensure clear and effective communication of logistics-related information.

• Ensure that customers are informed of any potential delivery delays, issues, or changes to logistics schedules.

• Work with cross-functional teams to improve service delivery and customer satisfaction.

Compliance and Documentation:

• Maintain accurate records of customer interactions, issues, and resolutions in relevant customer service software.

• Ensure that all customer service activities comply with company policies, industry regulations, and service level agreements (SLAs).

Job Requirements

• Diploma in Logistics, Business Administration, Supply Chain Management, or related field (preferred).

• At least 1 year of experience in customer service, with a strong background in logistics or supply chain operations.

• Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and internal teams.

• Strong problem-solving abilities and experience handling escalated customer issues.

• Leadership experience, with the ability to mentor and guide junior team members.

• High level of attention to detail and organizational skills.

• Proficiency in logistics management systems, and Microsoft Office Suite.

• Ability to work in a fast-paced environment, handle multiple tasks, and meet tight deadlines.

• Knowledge of logistics operations, inventory management, and supply chain processes is essential.

Qualified or interested candidates, kindly apply to us in the FOLLOWING FORMAT to facilitate the short listing process;

• Attachment of CV’s in MSWORD FORMAT

• Resumes please INCLUDE:

• Personal Particulars

• Education background

• Work experiences in point forms

• All Reasons for leaving

• Current and Expected salary

• Date of availability / Notice Period

**We regret that only shortlisted candidates would be notified.

Your Profile will be kept in our database for more career opportunities.

We wish you all the best in your job search.

Hou Shenglong

Reg No: R1435754

EA No: 19C9570