Customer Focus Executive (Air Freight & Logistics)

REERACOEN SINGAPORE PTE. LTD.Singaporemycareersfuturepublished 10/26/2026

Customer Service & Relationship Management

Serve as the main point of contact between customers and the Operations team.
Manage customer enquiries, complaints, shipment updates and service-related requests professionally.
Provide accurate and timely information on shipments, rates, services and operational matters.
Build and maintain strong customer relationships through proactive and personalized support.
Maintain accurate and up-to-date customer information in FMS and CRM.
Manage job creation in ERP and booking modules, including vendor instructions.

Shipment & Operations Management

Coordinate with Operations, Sales, Airlines, Agents, Warehouse, Vendors and inter-company teams to ensure smooth shipment execution.
Monitor shipment progress and proactively identify and address delays, discrepancies and operational issues.
Coordinate with relevant stakeholders to resolve shipment issues and minimize service disruptions.
Keep customers informed throughout the shipment lifecycle and manage expectations during operational disruptions.

Issue Resolution & Continuous Improvement

Investigate and resolve customer complaints and complex operational issues.
Work cross-functionally to identify root causes and drive appropriate resolutions.
Recommend corrective and preventive actions to reduce recurring customer and operational issues.
Take ownership of escalated customer issues through to resolution.

Communication & Customer Engagement

Maintain effective communication with customers, internal teams and external partners.
Provide regular and proactive shipment and service updates.
Gather customer feedback and support customer review / QBR activities.
Identify customer needs and service gaps and work with relevant teams to address them.

Reporting, Analysis & SOP

Track and analyze customer feedback, service issues and customer satisfaction.
Identify trends, service gaps and opportunities for operational improvement.
Assist the HOD in developing, reviewing, and maintaining SOPs and work processes.
Prepare reports, analysis and operational updates as required.

Billing, Vendor & Compliance Support

Customs, Permits & Compliance

Assist the HOD with customs-related queries and ensure timely responses to Singapore Customs.
Support permit management and declaration activities.
Ensure compliance with relevant customs clearance procedures, security protocols, company requirements, and applicable industry standards.
Support accurate documentation and recordkeeping for compliance purposes.

Management & Operational Support

Support the Freight Manager / HOD in customer service, operational, and process improvement initiatives.
Provide support on escalated customer or operational matters.
Perform other ad-hoc duties and responsibilities as assigned by the Freight Manager / HOD.

【Requirements & Preferences】

Diploma or Degree in Logistics, Supply Chain, Business Administration, or a related discipline.
Minimum 5 years of customer service experience (handling freight documentation and customs regulations) within the freight forwarding or airfreight sector
Excellent communication, coordination, and customer service skills in English
Comfortable working in SME settings and a self-starter and independent, with minimal guidance or supervision needed
Experience with ERP, FMS, CRM, or freight management systems
Comfortable working on rotating shifts (AM, MID or PM shift) and weekends (weekend duties are WFH, with applicable shift and weekend allowances)
Able to start work within 1 month

(Advantageous)

【What you will receive】

Customer Focus Executive (Air Freight & Logistics) (Ref: ID 36890) Location: East, Singapore ================

【Working hours】 Weekdays Shift

Weekend Shift (One weekend per month)

Registration No.: R1659635 (Nur Haida Sakina) Recruitment License : 12C5051