Job Description

Job Summary:

Lead and manage the 4PL Hub operations team to deliver high-quality logistics services on a major account. Ensure visibility, proactive/reactive support, continuous improvement, and customer satisfaction. Oversee all operational, quality, and performance aspects within the assigned 4PL Hub.

KEY ACCOUNTABILITIES:-

Strategic Leadership & Team Management

oLead, mentor, and develop a high-performing operations team across multiple customer accounts and geographies.

oDefine team structure, roles, and responsibilities aligned with business goals and customer expectations.

oFoster a culture of accountability, collaboration, and continuous learning.

oManage escalations, performance issues, and ensure adequate coverage during holidays or absences.

oDrive employee engagement and retention through coaching, recognition, and career development planning.

Operational Oversight & Execution

oOversee end-to-end logistics operations including planning, booking, and shipment monitoring to ensure seamless execution.

oEnsure compliance with customer contracts, service level agreements (SLAs), and key performance indicators (KPIs).

oImplement and enforce standardized processes across the hub to ensure consistency and efficiency.

oMonitor daily dashboards and proactively address deviations or bottlenecks in real-time.

Quality, Compliance & Risk Management

oEnsure all operations adhere to the company's Quality Plan and risk management framework.

oOversee the logging, investigation, and resolution of customer complaints and non-conformities.

oConduct root cause analysis and implement corrective/preventive actions (CAPA).

oMaintain up-to-date documentation of business processes and ensure audit readiness.

Customer Relationship Management

oAct as the senior point of contact for key customer accounts, ensuring high satisfaction and trust.

oLead regular customer reviews (weekly/bi-weekly), presenting performance insights, addressing concerns, and aligning on improvement plans.

oManage special customer requests and escalations, ensuring timely resolution and communication.

oCollaborate with IT and other departments to ensure customer systems and tools are functioning optimally.

Continuous Improvement & Operational Excellence

oChampion a culture of continuous improvement through regular process reviews and lean initiatives.

oIdentify and implement opportunities for automation, cost savings, and service enhancements.

oCollaborate with supply chain engineers and cross-functional teams to optimize workflows and eliminate inefficiencies.

oLead initiatives such as morning briefings, performance huddles, and Kaizen events.

Reporting & Business Intelligence

oProvide regular reports on 3PL performance, quality, finance, and productivity.

oAnalyze root causes for escalations and propose corrective actions.

oMonitor Incoterm location files and resolve discrepancies.

3PL Logistics Provider Performance Management

oWork closely with 3PL/Steering teams to evaluate and enhance LSP performance.

oLead or participate in 3PL review meetings, ensuring alignment on service levels and corrective actions.

oMonitor and report on 3PL KPIs, escalating issues as needed and driving accountability.

Scope & Change Management

oIdentify operational impacts of scope changes and communicate them to leadership.

oSupport the integration of new customers, services, or geographies into the 4PL hub.

oEnsure smooth transitions and minimal disruption during organizational or process changes.

Governance & Policy Adherence

oEnsure compliance with company policies, including neutrality, ethics, and quality standards.

oRepresent the 4PL Hub in audits, customer visits, and internal governance forums.

QUALIFICATION AND EXPERIENCE

Skills

Strong leadership and customer service skills. Excellent communication (English required; additional languages a plus). Proactive, hands-on, and solution-oriented mindset. Proficient in MS Office and logistics tools. Ability to work under pressure and manage multiple priorities.

Experience

5+ years in transport or freight forwarding. 5+ years in customer service with international clients. Experience in 4PL or Control Tower environments preferred. Team management experience of over 20 staff is a must.

Behavioural

oTeam player with strong interpersonal skills.

oOrganized, responsive, and detail-oriented.

oStrong negotiation and problem-solving abilities.

Job Type: Full-time

Pay: RM8,000.00 - RM10,000.00 per month

Work Location: In person