Account Operations Executive

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.