Key Responsibilities

Retention & Account Health

Monitor account health signals (usage patterns, complaint frequency, payment behavior) and flag at-risk accounts early.

Conduct regular check-ins with assigned accounts to surface issues before they become churn risks.

Manage renewal conversations for accounts within their portfolio.

Commercial Growth

Recognize and act on organic cross-sell/upsell signals from service interactions (e.g., additional value-added services and showcase of Company Customer Portal)

Support pricing/quote requests for expansion volume, review system generated pricings for anything outside standard terms.

Selling across shippers & hauliers to build up both demand and supply pipeline as well as product level engagement

Contribute to the team’s aggregate revenue and commercial targets

Service & Ticket Resolution

Own end-to-end resolution of service tickets for assigned accounts (tracking issues, POD, invoicing, exceptions) within SLA of customers

Escalate and coordinate with outsourced truckers or internal fleet ops on issues requiring operational intervention.

Maintain accurate CRM/ticket records for handover continuity and reporting.

KPIs 

SLA adherence / ticket resolution time

Account retention / churn (within portfolio)

CSAT / NPS

Cross-sell/upsell contribution

Qualifications

Candidates should possess Customer Service and Account Management skills to maintain relationships, handle inquiries, resolve issues, and support customer retention and satisfaction.

Strong organizational and time-management skills, with attention to detail and the ability to prioritize multiple commercial tasks in a fast-paced environment.

Proficiency in using digital tools and platforms (e.g., CRM systems, spreadsheets, logistics or ERP software) and comfort working with data and reports.

Require minimum 3 years relevant experience in customer service, account coordination, or junior account management, ideally in logistics/freight/supply chain or B2B. Comfortable in customer-facing, problem-solving conversations; commercial exposure is a plus, not a prerequisite. Candidate with more experience (10 years) will be considered as senior role.

Diploma or degree in Business, Logistics, Supply Chain, or a related field is preferred, but equivalent practical experience will be considered.

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format to ref13@trustrecruit.com.sgor please click on “Apply Now” and provide the below details in your resume.

We regret only shortlisted candidates will be notified.

Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).