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flsgroup

Customer Service Executive

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JOB PURPOSE


We are looking for an experienced Customer Service Executive who will proactively manage the customer experience by monitoring and managing the end-to-end transportation process. This individual will ensure that all operations are executed in compliance with company standards so that cargo is delivered to customers as promised. Customers must be kept informed throughout the process and updated promptly in case of any changes or deviations. In addition, the incumbent will continuously develop and maintain strong relationships with existing customers while gaining a deeper understanding of their business needs to support future collaboration.


CORE RESPONSIBILITIES


  • Handle import and export shipments and coordinate with both internal and external parties until shipments are completed according to customer requirements.
  • Serve as the primary point of contact for customers and internal FLS offices.
  • Actively build strong relationships with customers and develop a thorough understanding of their business needs.
  • Ensure smooth execution of the end-to-end process by working closely with customers and internal stakeholders.
  • Proactively track shipments and notify customers of any changes or deviations from the original plan. After discussion with the sales owner, communicate solutions or mitigation plans for the shipment.
  • Take ownership of all customer issues and engage relevant stakeholders as required.
  • Manage and continuously improve day-to-day interactions with customers by leveraging detailed customer knowledge.
  • Monitor booking trends and follow up with customers to maximize volume performance and ensure superior service delivery.
  • Be fully responsible for customer satisfaction.
  • Ensure timely and accurate submission of all relevant documentation.
  • Verify import and export documentation and payment receipts.
  • Ensure collection of all outstanding debts before releasing shipments.
  • Actively drive continuous improvement initiatives involving customers as well as internal and external stakeholders.
  • Identify, measure, and maintain key performance indicators (KPIs).
  • Perform other duties as assigned by the Manager.


QUALIFICATIONS


  • Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
  • Knowledge of international logistics and freight forwarding, including ocean and air freight as well as import/export processes.
  • Minimum of 3 years of experience in a Customer Service role within the logistics industry.
  • Good command of English, both written and spoken.
  • Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
  • Service-oriented, well-organized, and able to work under pressure.
  • Excellent communication and interpersonal skills.


REQUIRED SKILLS


  • Communication skills
  • Customer service orientation
  • Logistics solutions knowledge
  • Operational excellence
  • Analytical and multitasking skills
  • Attention to detail
  • Teamwork and collaboration
  • Integrity