Customer Service Executive - Projects
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 Executive is expected to proactively manage customer experience through monitoring and managing of the end-to-end transportation process. This individual should ensure that execution is done in compliance with company’s standards so that cargo is delivered as promised to the customer. Customers will be kept informed throughout the process and be updated should there be any change/deviation. Lastly, he/she will continue to develop existing relationships with the customers and further understanding their business needs for future collaboration.
CORE RESPONSIBILITIES
- Be the primary point of contact for the Customers and internal FLS offices.
- Actively build strong relationships with customers and gain knowledge of their business needs
- Ensure smooth execution of the end-to-end process, by working closely with the customer and internal stakeholders.
- Proactively track shipments and notify customers of changes/deviations from the plan, post discussion with sales owner, communicate solutions or mitigating plans for the shipment
- Own of all customer issues and engage relevant stakeholders as needed.
- Manage / improve day to day process interaction with customers by leveraging detailed customer knowledge.
- Monitor booking trends and follow up with customers to maximize volume performance and superior service delivery.
- Be fully responsible for customer satisfaction.
- Ensure timely and accurate submission of all relevant documents.
- Issue import, export documentation and payment receipt
- Ensure collection of all outstanding debts before release shipment
- Actively drive continuous improvement opportunities both in relation to customers and internal / external stakeholders
- Identify, measure, and maintain key performance indicators.
- Perform other duties as assigned by Manager.
QUALIFICATION
- Bachelor’s degree in Business, Logistics, Business, or other related fields.
- Knowledge in international logistics and freight forwarding of Oversize Cargo (ocean/air & import/export).
- Minimum 3 years of experience in Customer Service roles in Logistics industry
- Fluent in English (both written and spoken).
- Proficiency with Microsoft Office suite (Excel, Word, Outlook, and PowerPoint)
- Service oriented, organized and able to work under pressure.
- Excellent communication and interpersonal skill.
REQUIRED SKILLS
- Communication skills
- Service orientation
- Logistics solution sales
- Operational excellence
- Analytical skills and multi-tasking
- Attentive to details
- Teamwork