4PL Customer Service Consultant

• Execute, manage and monitor the end-to-end shipment process on behalf of customer supply chain operation department.

• Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.

• Orchestrator the overall flow of an end-to-end shipment.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins + Service failures, providing insights and recommendations for enhancing operational efficiency.

• Responsible for cross sell/up sell, customer retention.

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.

• Work with the KCMs/ Commercial team to establish and strengthen customer relationships.

• Comply to specific customer SOP and monitor respective KPIs.

• Execute reports or other tasks assigned by Team Leader/Manager.

• 3+ years’ experience in customer service or logistics, ideally in 4PL/3PL and project cargo handling.

• Strong knowledge of logistics and supply chain, including customer service, transportation, customs clearance, and warehousing.

• Excellent communication and interpersonal skills to maintain strong client and stakeholder relationships.

• Customer-centric, results-driven, and detail-oriented with strong organizational skills.

• Team player with a proactive, problem-solving mindset and professional approach.

• Fluent in English (spoken and written).

• Proficient in MS Office (Excel, Word, Outlook).

• Self-motivated with the ability to work independently and cross-functionally.

• Strong verbal, written, and presentation skills.

• Excellent time management and multitasking abilities.