Job description

📌 Job Title

Customer Service Officer – B2B & Freight Operations

🧞‍♂️Company Description

GO-GENIE is a unified logistics ecosystem that connects merchants, warehouses, logistics partners, and gig-workers on a single AI-powered platform. It offers customers the choice of running it themselves, co-managing with us, or handing the whole operation over. Built in Singapore, our platform empowers logistics players of all sizes to operate more efficiently across Southeast Asia, scale faster, and compete more effectively through shared infrastructure, automation, and real-time operational insights. GO-GENIE addresses the exponential logistics complexity businesses face when scaling across Southeast Asia by connecting fragmented operations into one unified platform.

📍 Role Overview

We are seeking a Customer Service Officer (B2B & Freight Operations) to support our logistics and freight operations in Singapore.

This role acts as a key liaison between customers, business partners, freight service providers, and internal teams, ensuring smooth coordination of domestic and international shipments.

The ideal candidate is detail-oriented, service-driven, and operationally disciplined, with the ability to manage multiple cases in a fast-paced environment while maintaining clear and professional communication.

📦 Key Responsibilities

Customer Service & Stakeholder Support

• Act as the primary point of contact for B2B customers, merchants, and internal stakeholders via email, chat, or phone
• Handle inquiries related to orders, shipments, delivery status, billing, documentation, and service terms
• Provide timely, accurate, and professional responses aligned with service standards and SLA requirements

B2B Operations & Freight Coordination

• Support daily operations for domestic and international freight (air, sea, and road)
• Coordinate with freight forwarders, carriers, agents, and internal operations teams
• Monitor shipment milestones including booking, pickup, transit, customs clearance, and delivery

Issue Resolution & Escalation

• Investigate shipment and service issues including delays, damages, lost shipments, documentation errors, and billing disputes
• Coordinate resolutions with operations, finance, and external service providers
• Escalate critical cases according to SOPs and ensure proper follow-up and closure

Case Management & Reporting

• Accurately log cases, incidents, and resolutions in CRM or ticketing systems
• Track recurring issues and support root cause analysis
• Assist in preparing daily, weekly, or monthly operational reports

Process Compliance & Improvement

• Follow established SOPs and escalation frameworks
• Identify process gaps and operational inefficiencies
• Support continuous improvement initiatives and system enhancements
  

🎯 Requirements & Qualifications

• Diploma or Degree in Business, Logistics, Supply Chain, or related field
• 1–3 years of experience in customer service, logistics, freight forwarding, or operations support
• Experience working with external vendors, partners, or enterprise customers
• Strong problem-solving and multitasking abilities
• Excellent written and verbal communication skills
• Comfortable using CRM systems and operational dashboards
• Willingness to work extended hours during peak shipment periods if required
  

⭐ Preferred Skills (Nice to Have)

• Exposure to freight forwarding, shipping lines, airlines, or logistics providers
• Understanding of B2B service environments and SLA-based operations
• Familiarity with shipping documents (AWB, BL, commercial invoices)
• Basic reporting or data tracking experience
  

💡 Key Competencies

• Customer-centric mindset
• Ownership and accountability
• Structured and calm under pressure
• Strong coordination and stakeholder management skills
• High attention to detail and accuracy
  

📩 How to Apply

Please send your CV to: aaron@go-genie.com
Subject: Customer Service Officer – B2B & Freight Operations