Customer Service Associate (Air & Sea Freight)

About the role

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

Key responsibilities

• Keep track of customer satisfaction and respond to customer inquiries promptly, taking the lead as the first point of contact
• Work with internal and external customers to deliver an excellent service experience, manage expectations and build rapport
• Support Corrective and Preventive Actions (CAPA) and CAPA reporting, and help create 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
• Support quotations, RFQs and RFIs, 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 own tasks and work well in a fast-paced environment
• Proven ability to multitask, prioritise 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 stock processing