Customer Service Associate (Air & Sea Freight)

About the role

UPS is hiring a Customer Service Associate (MNX) to keep the pulse of customer satisfaction and act as the first point of contact for customers. The role covers customer service, operations and distribution, administration and sales support, and is a permanent position.

Key responsibilities

• Respond to customer inquiries promptly and manage account and customer expectations
• Take the lead as the first point of contact and build rapport with customers
• Work with internal and external customers on corrective and preventative actions
• Help craft customer-specific KPI reporting and scorecards
• Process stock in/out in SAP and work with internal customers on process improvements
• Help draft account SOPs and work instructions, and assist in distribution and operations as needed
• Handle CAPA reporting and KPI management, and assist with quotations, RFQs and RFIs
• Provide sales support and carry out other duties as requested

Required profile

• At least GCE 'N'/'O' Levels or a diploma in any discipline
• Minimum 2 years of experience in air and sea freight operations, with a focus on customer service and stakeholder management
• Excellent written and spoken English, with strong communication and interpersonal skills
• Self-motivated, proactive, able to multitask, prioritize competing demands and meet deadlines
• Prior supervisory or people management experience is an added advantage

Required skills

• Proficiency in Microsoft Office, especially Excel, Word and Outlook
• SAP for stock in/out processing