Customer Service Executive (English speaking)

ABOUT FLS GROUP

FLS Group is a leading international logistics and project cargo specialist, with operations across the globe. We excel in project logistics, heavy lift transportation, freight forwarding, warehousing, and engineering-driven supply chain solutions. Our reputation is built on delivering complex logistics with precision, innovation, and reliability.

JOB PURPOSE

The Customer Service – Offsite Clients is responsible for managing end-to-end trucking operations for assigned customers, ensuring smooth execution of transportation services and high customer satisfaction. The role focuses on pure trucking customers (TRN & EV) and supports complex or high-maintenance accounts when required. The position acts as the key point of contact between customers and internal trucking teams.

The role is responsible for proactively managing orders and transportation processes, ensuring timely delivery, accurate data handling, and effective communication. In addition, the position supports service excellence by monitoring shipments, resolving issues, and maintaining strong customer relationships while ensuring compliance with company standards and operational requirements.

CORE RESPONSIBILITIES

• Receive and process customer orders for trucking services
• Enter and manage orders in TMS and CW1, (Excel)
• Monitor and follow up on job status and provide timely updates to customers
• Act as the primary point of contact for assigned customers and internal teams
• Coordinate with trucking operations teams to ensure smooth execution
• Investigate delays, identify root causes, and provide solutions or mitigation plans
• Handle customer complaints, perform checks, and ensure proper resolution
• Support handling of challenging or key accounts (e.g., Home Richfull and others as assigned)
• Maintain strong relationships and understand customer business needs
• Proactively track shipments and communicate any deviations from plan
• Ensure timely and accurate documentation and data entry
• Ensure high level of customer satisfaction and service
• Drive continuous improvement in processes and customer interactions
• Perform other duties as assigned by the Manager

QUALIFICATION

• Knowledge of transportation and freight forwarding processes is an advantage
• Proven Experience in Customer Service within logistics or trucking industry
• Fluent in English (written and spoken)
• Chinese Language skills are an advantage
• Excellent communication, organizational, and problem-solving abilities.
• Ability to make sound decisions under pressure and adapt to dynamic operational challenges.

REQUIRED SKILLS

• Customer-oriented mindset with problem-solving ability
• Strong communication and interpersonal skills
• Ability to work under pressure and manage multiple tasks
• Good coordination and organizational skills
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Familiarity with TMS / CW1 systems is an advantage
• Attention to detail and high level of accuracy