Job Description

Job Responsibilities:

Oversee all customer service activities related to logistics, shipping, warehousing, and distribution. Ensure prompt handling of customer inquiries, bookings, documentation, shipment tracking, and delivery updates. Coordinate with internal departments to resolve shipment delays, customs clearance issues, and documentation discrepancies. Maintain clear communication channels with clients to ensure transparency and service reliability. Build and maintain strong relationships with key customers, ensuring a high level of satisfaction and retention. Handle customer escalations and provide effective, timely resolutions. Gather feedback from clients to identify areas for improvement in logistics processes and service quality. Develop, implement, and monitor customer service policies and standard operating procedures (SOPs). Set and track department KPIs such as response time, delivery accuracy, and customer satisfaction scores. Conduct root cause analysis for service failures and initiate corrective and preventive actions. Oversee the preparation and accuracy of shipping documents, invoices, customs forms, and delivery records. Ensure compliance with local and international shipping regulations and company quality standards. Support audit requirements by maintaining complete and accurate documentation records. Lead and supervise the customer service team to ensure efficient day-to-day operations. Provide regular coaching, training, and performance evaluations to develop staff competency. Foster a positive, collaborative, and service-oriented work culture. Liaise with logistics service providers, port authorities, and government agencies to facilitate smooth operations. Provide regular reports to management on customer service performance, client feedback, and operational bottlenecks. Support business development efforts by assisting in client onboarding and post-contract service delivery.

Job Requirements:

Diploma or bachelor's Degree in Logistics, Supply Chain Management, Business Administration, or a related field. Minimum 7 years of experience in logistics, shipping, or supply chain operations, with at least 3 years in a customer service management role. Strong knowledge of import/export processes, documentation, freight forwarding, and transportation management. Proficiency in logistics management systems, (E.g. Odoo) Excellent communication, problem-solving, and leadership skills. Able to work under pressure and manage multiple priorities. Must have good management qualities and ability to cooperate with the team. Must be fluent in spoken and written English.
Job Type: Full-time

Pay: RM5,500.00 - RM6,000.00 per month

Benefits:

Professional development
Work Location: In person

Expected Start Date: 11/03/2025