Commercial Specialist

This position is based in our Singapore office and, due to work pass quota restrictions, is open to Singapore Citizens and Permanent Residents only.

Title: Commercial Specialist
Reports to: Commercial Manager
Team: Individual contributor, holds an assigned account portfolio but required to work in a team with a common team goal

Role Mandate

Frontline owner of an assigned book of customer accounts. Primary job is resolving service issues fast and protecting retention; commercial growth (cross-sell, upsell, renewal expansion) is expected to come from doing that well — not from outbound hunting or aggressive sales tactics. This is an account-farming role, not a business-development role.

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 Haulio Customer Portal & Haulio+)
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 strong Communication skills, including clear spoken and written communication and the ability to collaborate effectively with internal and external stakeholders.
Candidates should possess Customer Service and Account Management skills to maintain relationships, handle inquiries, resolve issues, and support customer retention and satisfaction.
Candidates should possess Sales and Purchasing skills to support commercial negotiations, prepare quotations, manage orders, and coordinate with vendors and partners.
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.
Ability to work independently and as part of a diverse team, with a proactive mindset and willingness to learn and adapt in a growing digital logistics environment.

Interested applicants, please submit your latest resume to hr@haulio.io with the subject line: Commercial Specialist Application_Full Name. Thank you!