Customer Service Executive

Job Purpose

Serve as the primary customer-facing representative and liaison for key accounts, warehousing operations, and logistics services. Responsible for end-to-end order administration, tracking shipments, resolving customer inquiries, and managing warehouse system records to ensure high customer satisfaction and operational efficiency.

Duties and Responsibilities

1. Account Management & Customer Communication

·       Act as the primary point of contact for key customers, appointed forwarders, and internal departments (e.g., Warehouse, Sales, Transport) regarding order fulfillment and shipment handling.

·       Manage daily customer communications via phone, email, and system platforms in a professional and timely manner.

·       Provide updates on order statuses, inventory availability, delivery schedules, postponements, or delays.

2. Order & Shipment Processing (WMS Administration)

·       Serve as the primary user and administrator of the Warehouse Management System (WMS) for handling customer orders, shipments, and logistics jobs.

·       Process inbound and outbound orders, verify shipping instructions, check product availability, and ensure alignment between system records and physical inventory handling.

·       Coordinate delivery schedules and logistics arrangements with internal delivery teams, drivers, third-party carriers, and container transport staff for optimal route planning and timely deliveries.

3. Inventory & Stock Take Support

·       Extract WMS inventory data to answer customer queries (e.g., stock levels) and support management analysis.

·       Support inventory cycle counts and regular stock-take activities by coordinating between warehouse teams and clients.

·       Assist in the reconciliation of stock discrepancies and follow up on investigation outcomes.

4. Billing, Reporting & Admin Support

·       Generate regular WMS reports on inventory levels, order fulfillment rates, stock movements, and billing activities.

·       Assist in the verification of service billing and delivery payment processes, ensuring all job activities meet key performance indicators (KPIs) for invoicing.

·       Administer daily mail/letter dispatch and collection between offices.

·       Carry out all duties according to SOPs, flow processes, and health & safety standards, providing feedback for continuous improvement.

·       Generate accurate and insightful reports via the WMS on inventory levels, stock movements and billing activities, and prepare monthly inventory reports and billing to designated customers.

·       Assist Manager in verification on both service billing and delivery payment processes.

5. Teamwork

·       Display teamwork within team to ensure productivity targets / KPIs are met.

·       Carry out all services as per SOPs, flow processes, WIs and feedback to the Manager if any deviation or improvement needed.

·       Perform other job tasks as and when assigned by the superior.

Qualifications and Requirements

• Education: Minimum GCE "O" / "N" Level, ITE Certificate, or Diploma (preferably in Logistics, Supply Chain, or Business).

• Experience: Minimum 2 to 3 years of customer service, office administration, or warehouse/logistics operations experience.

• Technical Skills: Proficient in Microsoft Office (Excel, Word, Outlook) and comfortable operating a Warehouse Management System (WMS).

·       Soft Skills: Strong customer service, communication, interpersonal and problem-solving skills. Able to handle customer enquiries and resolve issues professionally and diplomatically. Able to work effectively with colleagues, customers and stakeholders from diverse backgrounds.