Customer Service Coordinator

The Customer Service Coordinator supports the day-to-day coordination of customer requirements across Logistics and Warehouse operations. The role serves as a key point of contact between customers and internal operations teams, ensuring jobs are accurately coordinated, monitored and completed from order receipt through job closure and billing. The incumbent is responsible for providing timely customer updates, maintaining accurate documentation and system records, and resolving operational issues to ensure smooth service delivery.

Key Responsibilities:

Customer Service & Job Coordination

• Manage customer job requests and provide practical solutions based on operational requirement.
• Serve as a key point of contact for customers, vendors, freight forwarders and internal teams.
• Provide accurate and timely updates on shipment, transport and warehouse activities.Maintain clear records of customer instructions, job changes, updates and agreements.
• Follow up on operational issues and escalate delays, discrepancies, complaints or service issues to the Customer Service Supervisor when required.
• Provide operational reports and data as required.

Logistics Operations Coordination

• Coordinate local pickup and delivery for FCL, LCL, OOG and break-bulk shipments.
• Review cargo and site requirements and coordinate the appropriate truck, trailer or equipment with Operations.
• Enter confirmed jobs accurately into the job system and prepare the required operational documents.
• Check Portnet releases, permits, depot details, container return dates and vessel schedules, where applicable.
• Coordinate closely with Traffic Controllers, drivers and other operations personnel to ensure smooth job execution.
• Monitor deliveries and pickups through to completion and promptly follow up on delays, cargo damage or other transport-related issues.

Warehouse Operations Coordination

• Coordinate inbound, storage, picking, packing and outbound activities according to customer requirements.
• Ensure warehouse jobs and stock movements are accurately and promptly updated in the Warehouse Management System (WMS).
• Maintain accurate inventory records and support stock checks, cycle counts and inventory reconciliation.
• Follow up on cargo discrepancies, damage, missing documents and other warehouse-related issues.
• Coordinate closely with Warehouse Operations to ensure the timely receipt and release of cargo.

Documentation, Job Closing & Billing

• Ensure job instructions, permits, PODs, supplier documents and other supporting records are complete and properly maintained.
• Support permit declarations for FCL and LCL shipments where required.
• Verify completed jobs against customer instructions, approved rates and actual services performed.
• Ensure pre-job and post-job documentation is complete to facilitate timely job closure and billing.
• Close completed jobs accurately and submit complete billing documentation within the established KPI, subject to receipt of all required supporting documents.
• Follow up promptly on missing documents, additional charges and outstanding or unbilled jobs.
• Comply with Company SOPs, customer requirements and applicable workplace safety procedures.

General Operations Support

• Work closely with Logistics and Warehouse Operations to support changing operational requirements and priorities.
• Support both Logistics and Warehouse functions where required to ensure continuity of customer service.
• Perform other duties as assigned by the Customer Service Supervisor or Operations Manager.
  

Job Requirements

Minimum Qualifications

• GCE ‘O’ Level, NITEC or equivalent qualification.
• Relevant experience in customer service, logistics, transportation, warehousing or 3PL operations is preferred.
• Working knowledge of import and export documentation, Portnet and warehouse operations would be an advantage.
• Experience using WMS, logistics/job management systems, digital platforms and Microsoft Office applications would be advantageous.

Skills & Competencies

• Strong customer service orientation with good interpersonal and communication skills.
• Good coordination and organisational skills, with the ability to work effectively across customers and multiple operational teams.
• Strong attention to detail, particularly in job instructions, supporting documents, additional charges and billing accuracy.
• Good problem-solving skills with the ability to respond promptly and practically to operational issues.
• Able to prioritise multiple jobs, manage deadlines and follow through on assignments until completion.
• Able to work independently while collaborating effectively with Traffic Controllers, drivers, warehouse personnel and other internal teams.
• Proactive, responsible and adaptable to changing operational requirements.
• Willing and able to support both Logistics and Warehouse operations based on business needs.