Customer Service - Projects

ABOUT FLS GROUP

FLS Group is a leading international logistics and project cargo specialist, with operations across the globe. We excel in project logistics, heavy lift transportation, freight forwarding, warehousing, and engineering-driven supply chain solutions. Our reputation is built on delivering complex logistics with precision, innovation, and reliability.

JOB PURPOSE

To provide efficient and professional customer service support for project cargo shipments by coordinating with customers, carriers, vendors, and internal teams to ensure the safe, timely, and cost-effective movement of oversized, heavy-lift, and specialized cargo. The role is responsible for managing shipment documentation, monitoring project milestones, resolving operational issues, and maintaining strong customer relationships while ensuring compliance with company procedures and regulatory requirements.

CORE RESPONSIBILITIES

• Be the primary point of contact for the Customers and internal FLS offices.
• Actively build strong relationships with customers and gain knowledge of their business needs
• Ensure smooth execution of the end-to-end process, by working closely with the customer and internal stakeholders.
• Proactively track shipments and notify customers of changes/deviations from the plan, post discussion with sales owner, communicate solutions or mitigating plans for the shipment
• Own of all customer issues and engage relevant stakeholders as needed.
• Manage / improve day to day process interaction with customers by leveraging detailed customer knowledge.
• Monitor booking trends and follow up with customers to maximize volume performance and superior service delivery.
• Be fully responsible for customer satisfaction.
• Ensure timely and accurate submission of all relevant documents.
• Issue import, export documentation and payment receipt
• Ensure collection of all outstanding debts before release shipment
• Actively drive continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Identify, measure, and maintain key performance indicators.
• Perform other duties as assigned by Manager.

QUALIFICATION

• Bachelor’s degree in business, Logistics, Business, or other related fields.
• Knowledge in international logistics and freight forwarding of Oversize Cargo (ocean/air & import/export).
• Minimum 3 years of experience in Customer Service roles in Logistics industry
• Proficiency with Microsoft Office suite (Excel, Word, Outlook, and PowerPoint)
• Service oriented, organized and able to work under pressure.
• Excellent communication and interpersonal skill.