Operations & Customer Service Executive

Job Summery:

The role of Customer Service Projects is a developmental position within the country management where the responsible

job holder will manage project operations, processes, and systems to achieve the strategic and operational plans by

implementing the strategy and ensuring customer expectations requirements are consistently met and delivered. Oversee

the process of import & export shipment including arranging for pick up or inland transportation, booking, document

preparation, forwarding, follow up with tracking and tracing to final destination and data quality requirement.

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, suppliers and internal stakeholders

- Lead the logistics operations to achieve the operations key performance metrics and the required service standards

- Select shipment routes, based on nature of goods shipped, transit times, or security needs.

- Provide shipment status notification to exporters, consignees, or insurers.

- Participate in selection and contracting airlines, steamship lines, agents, carriers, and other vendors.

- Negotiate rates for individual air and sea shipments (import/export).

- Ensure customer service effectiveness in maintaining communication with vendors, shippers, customers, carriers and overseas agents throughout the shipment process.

- Provide timely response to inquiries relating to job costing, shipment status, revisions, and invoices from agents, customers

and carriers.

- Inform customers of shipping options, transit times, trans-shipments, or regulations affecting movement of cargo.

- Monitor and analyze jobs profitability, establish business controls, and provide solutions to minimize costs and increase revenue.

- Proactive reporting and consultation with the internal and external Management

- Create new shipping details in Cargowise

- Issuing of invoices and follow up payments

- Bachelor’s degree in Logistics, Supply Chain Management or related fields

- Minimum 3 years of experience in logistics operations providing overall direction, execution, and

continuous improvement

- Good working knowledge of logistics operations (e.g. domestic distribution, warehouse management,

transportation management, etc)

- Proven transportation /logistics / supply chain management knowledge is essential

- Fluent in English both writing and speaking

- Working knowledge in Cargowise will be advantageous

- Service oriented, organized and excellent interpersonal skills