About the Role
The Customer Service Executive is responsible for end-to-end coordination of regional collections, deliveries, RFQs, billing verification, and client communication. This role requires strong operational ownership, attention to detail, and the ability to manage escalations independently. The successful candidate must be comfortable handling cross-country coordination and ensuring documentation and billing accuracy without close supervision. This position requires analytical thinking and proactive problem-solving.
Responsibilities
Regional Operations Coordination
Oversee daily order collections and deliveries across APJ country teams.
Review and validate collection log forms before submission to ensure accuracy.
Maintain Daily TAT reports and proactively identify shipment delays.
Follow up with country teams on outstanding collections and deliveries.
Communicate shipment updates and service disruptions to client in a timely manner.
Documentation and Quality Control
Verify PODs, collection details, and supporting photos for discrepancies.
Ensure documentation accuracy before submission to client.
Raise discrepancies to country teams and ensure corrections are made.
Maintain organised and audit-ready records.
RFQ and Quotation Management
Respond to (Request for Quotation) RFQ queries within agreed SLA.
Coordinate with country teams to prepare costings.
Independently prepare Australia quotations for non-regional and standard requests.
Issue final quotations after delivery completion and POD confirmation to client.
Billing and Invoice Verification
Verify monthly billing reports and update Local Service Provider (LSP) cost records.
Ensure all completed CRs are billed accurately.
Conduct detailed invoice verification, especially for Australia accounts.
Identify incorrect charges and coordinate with vendors to rectify discrepancies before payment submission.
Stakeholder Communication and Escalation Handling
Respond to operational queries (order status, delivery details, escalations).
Manage client expectations during shipment delays.
Escalate issues appropriately, with proposed solutions where possible.
Track open issues to closure.
System and Data Accuracy
Support country teams on system-related issues (access, data retrieval, updates).
Report data discrepancies to IT and follow through until rectified.
Ensure accuracy of operational data (POD dates, asset quantity, etc.).
Requirements
Diploma or Degree in Logistics, Supply Chain, Business, or related field.
2-3 years of experience in regional logistics operations.
Experience handling client communication and operational escalations.
Strong experience in invoice verification and cost reconciliation.
Proficient in Excel (pivot tables, reconciliation tracking, reporting).
Able to manage multiple follow-ups with minimal supervision.