Customer Service Representative

Job Purpose*

 This role supports the Customer Service Supervisor/team leader to execute day-to-day activities for customers in Singapore and Malaysia. He /She will undertake a control tower role for key accounts, and liaises closely with customer/vendor /origins and destination offices and carriers to ensure compliance to Customers’ logistics requirements to achieve high operations and customer service excellence.  In addition, he/she is required to provide sales support/ quotation to customers when required.

Roles & Responsibilities*

• Execute day-to-day operational activities according to requirements and KPI, ensuring close co-ordination with carrier, co-loader, airfreight forwarders, contractors, origin and destination offices to obtain high customer satisfaction, and review and resolve all customer’s enquiries and concerns promptly and professionally as part of the control tower role.
• Providing sales quotations to customers according to guidelines established
• Participate periodic meetings with customers, vendors, and providers (carrier, coloader, contractor)
• Support new product initiative and development with key accts to achieve organic growth
• Co-ordinate with carriers, coloaders, air forwarders, vendors and customers for bookings and cargo delivery timeliness and seek customer approval for shipment, working closely with nominated carriers for space and equipment on scheduled vessel that meets customer’s requirements, and handle enquires from all concerned stakeholders.
• Reviewing and understanding the customer’s Logistics Procedure, customer service plans container loads to ensure requirements (load sequence, ship-window, destination) are adhere to.
• Co-ordinate with warehouse operations team to truck required containers from nominated carriers’ depot, and assist in warehouse operations when required.
• Provide excellent customer service support and co-ordination for last minute changes of shipment mode Air/Sea, Sea/Air, Sea/Truck, Air/Truck, Pullout, Top-up, Rework, Rehandle, Service Recovery, etc. Liaise with carriers, APLL origin, customer, vendors, port authorities, truckers to confirm feasibility and costs related to request. Co-ordinate closely with the relevant parties to ensure smooth operations.
• Work closely with /KAM potential business opportunities and provide quotations accordingly
• Generation of reports and KPIs to customer on a periodic basis
• Checking and tracing of order fulfilment status whenever customers dropped orders.

Qualification*

• Diploma and above

Requirements*

• At least 3 years working experience in related industry and/or related roles and responsibilities
• Self- driven and motivated
• Sales- oriented
• Excellent interpersonal, communication and presentation skills
• Professional with positive self-image
• Possess Customer Service mindset and passion for service excellence
• Technology savvy
• Must be proficient in using Microsoft Excel.

To apply, please email your updated resume to Recruitment_MAL@apllogistics.com by 24th December 2021 (Friday).

Short-listed candidates will be notified and have to go through an interview for further assessment.