Head of Customer Service (Bdr Bukit Tinggi)

The company is a Singapore based company, offering a one-stop total logistics solutions.

Its expertise includes - Airfreight & Sea freight (Import & Export), Transhipment Cargoes, Consolidation Services, Custom Brokerage, Warehouse, Distribution & Packing Services, Projects & Exhibition Cargoes, Cargo Insurance and Warehousing.

Responsibilities :

• Lead, manage, and develop the customer service team to ensure high-quality service and operational efficiency.
• Oversee coordination of shipping rate profiling and negotiation with carriers to optimize costs.
• Supervise shipment scheduling, booking, document verification (including Bills of Lading), and timely submission to carriers and agents.
• Ensure effective communication and coordination with internal teams, vendors, agents, and customers via phone, email, and other channels.
• Monitor shipment status daily, generate reports, and escalate operational issues promptly.
• Oversee customs clearance processes and ensure compliance with customs regulations.
• Liaise with clients and agents regarding HS codes, duty / tax information, and other shipment inquiries.
• Analyze customer service metrics and prepare timely reports to senior management for continuous improvement.
• Collaborate with global teams to stay updated on market changes and shipping rates.
• Ensure proper documentation management and system updates.
• Drive continuous improvement initiatives to enhance customer experience and operational workflows.
• Handle escalated customer complaints and resolve complex issues efficiently.
• Perform any other duties assigned by senior management.

Requirements :