Customer Service Executive - #1123127

Key Responsibilities & Duties:

As a Customer Service Executive at Chasen Logistics Services Limited, you will be the primary liaison between the company and our valued/potential clients. You are responsible for ensuring a high level of customer satisfaction through timely, accurate, and professional service delivery across various logistics and project-related engagements.

Client Engagement & Communication

• Act as the first point of contact for all customer inquiries, service requests, feedback, and complaints via phone, email, and in-person channels.

• Understand customer requirements and provide timely and appropriate solutions or escalate to relevant departments when necessary.

• Liaise with the Sales Department to forward and follow up on customer sales inquiries and quotations.

Project Coordination & Job Scheduling

• Coordinate with the Operations Department to schedule and monitor logistics activities, including relocation, warehousing, and technical projects.

• Maintain clear communication with internal departments to ensure job specifications are understood and delivered according to customer expectations.

• Track project milestones and ensure adherence to delivery timelines.

Job Monitoring & Documentation

• Utilize the EPR system to input, monitor, and update job status throughout the project lifecycle.

• Ensure all jobs are marked as "CLOSED" in the ERP system upon completion and receipt of signed Delivery Orders.

• Coordinate with the Accounts Department to ensure proper documentation is submitted for billing and invoicing purposes.

Quotation & Procurement Support

• Prepare and issue customer quotations in a timely and accurate manner.

• Create Purchase Requisitions and coordinate with the Procurement team to obtain Purchase Orders from vendors/suppliers for job-related requirements.

Service Quality & Continuous Improvement

• Maintain a high standard of professionalism and customer service at all times.

• Support internal process improvements by providing feedback on recurring customer issues or bottlenecks.

• Assist in developing service scripts, email templates, and FAQ documents to improve response consistency.

Administrative & Ad-hoc Duties

• Maintain proper records of customer communications and job-related documentation.

• Provide administrative support for departmental reporting, audits, and reviews.

• Carry out any other duties as assigned by management to support overall departmental goals.

Requirements & Qualifications:

• Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, or any related field.

• Prior experience in customer service, preferably within the logistics, supply chain, or transportation industry, will be an added advantage.

• Strong interpersonal and communication skills with the ability to engage effectively with customers, vendors, and internal teams.

• Demonstrated ability to remain patient, empathetic, and composed while handling customer issues or high-pressure situations.

• Excellent organizational and time management skills with keen attention to detail.

• Skilled in negotiation and problem-solving, with a proactive and solution-oriented mindset.

• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint); experience with logistics software or ERP systems (e.g., RVS) is a plus.

• Able to work independently and manage multiple tasks in a fast-paced, deadline-driven environment.

• A strong team player who is collaborative, adaptable, and committed to achieving team objectives and delivering customer satisfaction.

• Immediate availability will be an advantage.