Commercial Specialist

Company Description: Haulio is Singapore's largest and Southeast Asia's fastest-growing digital haulier, on a mission to transform the haulage ecosystem one container at a time. We enable containers to move seamlessly and efficiently on land — connecting the first mile of global trade to the communities and businesses that depend on it.Why Haulio?To go fast, go alone. To go far, go together.We believe in the strength of community and the power of unity. That belief drives us to keep innovating and pushing boundaries toward the future we believe haulage should have.Together, We Cargo Faster.Role DescriptionTitle: Commercial Specialist (Senior Commercial Specialist for 10+ years)Reports to: Head of Customer SuccessTeam: Individual contributor, holds an assigned account portfolioRole MandateFrontline 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 ResponsibilitiesService & Ticket ResolutionOwn end-to-end resolution of service tickets for assigned accounts (tracking issues, POD, invoicing, exceptions) within SLA of customersEscalate and coordinate with outsourced truckers or internal fleet ops on issues requiring operational intervention.Maintain accurate CRM/ticket records for handover continuity and reporting.Retention & Account HealthMonitor 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 GrowthRecognize 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 engagementContribute to the team's aggregate revenue and commercial targetsKPIs SLA adherence / ticket resolution timeAccount retention / churn (within portfolio)CSAT / NPSCross-sell/upsell contributionQualificationsCandidates 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.Relevant experience in logistics, transportation, shipping, or a related commercial function is an advantage.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.