Essential Job Functions
Account and Customer Support
- Support the day-to-day coordination of assigned customer accounts and ensure customer requirements are followed through.
- Respond to customer enquiries, service requests, and operational updates in a timely and professional manner.
- Maintain regular communication with customers and relevant internal stakeholders regarding shipment status, service issues, and outstanding actions.
- Prepare reports, presentations, meeting materials, and action trackers for customer reviews and internal discussions.
- Maintain accurate customer records, action logs, meeting notes, and account updates in the relevant systems.
- Monitor outstanding customer requirements and follow up with relevant stakeholders to ensure timely closure.
- Support customer onboarding, new business implementation, and changes to customer operating requirements.
- Where appropriate, participate in customer meetings and service review discussions.
Operations Coordination
- Coordinate with operations teams, overseas offices, carriers, and service providers to support end-to-end shipment execution.
- Monitor shipment progress, milestones, and service performance.
- Identify potential delays, exceptions, or service issues and coordinate the appropriate follow-up actions.
- Escalate urgent or unresolved operational issues to the relevant stakeholders when necessary.
- Work with internal teams to investigate and resolve shipment discrepancies, service failures, and recurring operational issues.
- Support implementation of customer SOPs and ensure operational requirements are communicated to the relevant teams.
- Assist with billing follow-up, invoice discrepancies, shipment-related charges, and other account coordination matters where required.
- Ensure appropriate documentation and follow-up of operational issues and corrective actions.
Reporting and Performance Management
- Prepare and maintain shipment reports, KPI trackers, service performance reports, and account dashboards.
- Monitor trends, exceptions, and recurring service issues and highlight areas requiring attention.
- Support preparation of customer performance reviews and internal account discussions.
- Assist in analysing operational data to identify opportunities for service improvement and greater efficiency.
- Ensure reporting is accurate, timely, and aligned with customer and internal requirements.
Continuous Improvement
- Identify recurring operational or service issues and work with relevant teams to improve processes.
- Support implementation of agreed corrective actions and process improvements.
- Contribute ideas to improve customer experience, operational efficiency, reporting accuracy, and service consistency.
- Support standardisation and documentation of account-related processes and procedures where required.
Other Skills and Abilities
- Good communication and interpersonal skills, with the ability to work effectively with customers and stakeholders across different functions and locations.
- Strong coordination, organisation, and follow-up skills.
- Customer-focused with a positive and solutions-oriented approach.
- Good attention to detail and a strong sense of responsibility and ownership.
- Able to prioritise and manage multiple tasks in a fast-paced environment.
- Comfortable handling operational issues and escalating appropriately when required.
- Proficient in Microsoft Office, particularly Excel, Outlook, and PowerPoint.
- Ability to work with reports, data, and performance trackers.
- Familiarity with CRM, logistics, transportation, or reporting systems is an advantage.
- Willingness to learn and develop within the logistics and account management environment.
Education and Direct Work Experience
- Diploma or degree in Logistics, Supply Chain, Business Administration, or a related discipline is preferred.
- 2–4 years of relevant experience in logistics, freight forwarding, customer service, account support, supply chain, or operations coordination.
- Prior experience handling customer communication, shipment coordination, KPI reporting, service issues, or account support would be advantageous.
- Ability to work with greater independence and take ownership of operational follow-up and customer requirements is preferred.
Physical/Work Requirements
- Able to work at a desk and use a computer for extended periods.
- May be required to attend customer meetings, operational discussions, or site visits from time to time.
- Some flexibility may be required to support urgent operational matters across different time zones.
- Ability to work in a fast-paced environment and respond to changing operational priorities.
Certifications and Licenses
- Professional certification is not mandatory. Relevant logistics, supply chain, freight forwarding, or industry certifications would be an advantage.
