Customer Service Executive
PSA BDP
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Serve as the main point of contact for clients, responding promptly to inquiries via phone, email, or other communication channels and as the voice of the customer internally.
- Cross-sell and up-sell existing clients in growing our share of wallet.
- Utilizing data and trends to provide intel to customers via market updates.
- Analyze data and trends to be able to provide insights to strategic decision making.
- Collaborate with internal teams such as operations, warehouse, and transportation to ensure smooth execution of logistics processes.
- Proactively identify opportunities to optimize logistics processes and improve service delivery.
- Handle customer complaints or concerns effectively, striving to find satisfactory resolutions and ensure high levels of customer satisfaction.
- Monitor and analyze logistics performance metrics, identifying trends and areas for improvement.
- Lead in monthly and quarterly business reviews
- Find and/or follow up on commercial leads and close new leads.
- Maintain accurate records of commercial activities in a CRM or equivalent.
- Bachelor's degree in logistics, supply chain management, business administration, or a related field preferred.
- Proven experience in customer service or client-facing roles, preferably in the logistics industry.
- Strong communication skills, both verbal and written, with the ability to effectively interact with clients and internal teams.
- Excellent organizational and time management and organizing skills, with the ability to prioritize tasks and handle multiple projects simultaneously.
- Problem-solving abilities and a proactive approach to addressing customer issues and improving processes.
- Proficiency in MS Office applications and experience with CRM software.
- Knowledge of logistics processes, transportation modes, and shipping regulations.
- Ability to work independently as well as part of a team in a fast-paced environment.