Customer Service Executive (freight Forwarding)

Job Summary

We are seeking an experienced professional with strong customer service and coordination skills in freight forwarding services, including both air and sea freight. The hiring company is an international freight forwarder headquartered in Italy. This position is based at their office located in Changi Business Park (East), Singapore.

Responsibilities

Client Relationship Management

• Build and maintain strong relationships with clients by understanding their needs and providing personalized support.
• Serve as the primary point of contact for client inquiries, requests, and issues, providing timely and accurate responses.
• Ensure high levels of customer satisfaction by addressing client concerns promptly and effectively.

Order Processing and Coordination (Shipment)

• Process client orders and pre-alert to customer, origin and operations.
• Ensure accurate and timely completion of shipping documents, including bills of lading, customs paperwork, and other required documentation for operation to take over.
• Coordinate with internal departments, such as operations, logistics, and finance, to ensure smooth and efficient execution of client orders.

Issue Resolution and Problem-Solving

• Address client issues and concerns related to shipments, delivery delays, damages, or other logistics issues, and work with internal teams to resolve them.
• Handle escalated client complaints or disputes professionally and diplomatically, striving to find mutually beneficial solutions.

Customer Support and Training

• Provide guidance and support to clients on the use of company systems, processes, and services to optimize their shipping experience.
• Assist clients with technical issues or questions related to online booking platforms, tracking systems, or other digital tools.

Continuous Improvement

• Solicit feedback from clients on their experience with the company's services and use insights to identify areas for improvement.
• Work with internal teams to identify process gaps or inefficiencies and recommend solutions to improve customer service delivery.