Senior Operations Executive / Assistant Manager (Port Ecosystem Services, Customer Service)

• Lead and supervise the daily activities of customer service team
• Monitor team KPIs and ensure SLA compliance
• Handle complex or escalated customer cases including incident investigation for resolution
• Develop and maintain SOPs and training materials
• Conduct regular training and quality audits
• Coordinate with internal departments and external stakeholders to solve recurring issues
• Perform analysis, trending and reporting of operational data to generate insights for continuous process improvements
• Prepare reports on service performance and feedback
• Improve processes to enhance customer satisfaction and internal effectiveness

• Degree in any discipline
• Prior experience in customer success management and/or logistics is preferred
• Reasonable numeric literacy and proficient in MS office applications
• Strong leadership and conflict resolution skills
• Data-driven decision-making and reporting ability
• Adaptability and resilience; able to react nimbly to dynamic changes in customer demands and work scope
• Familiar with freight systems and incoterms

PSA Singapore