Job Description

Monroe Consulting Group Malaysia, an executive recruitment firm is partnering with an international 4PL logistics and supply chains company to hire a Customer Service Executive. This role is responsible in delivering visibility, optimization and high level of satisfaction to the company\'s major accounts. This opportunity is based in Subang Jaya, Selangor.Job Responsibilities:

• Monitor the OperationalWorkflow to Ensure a Full Supply Chain Visibility to the Customer

• Follow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors\xe2\x80\xa6.)
• Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.)
• Alert the customer team pro-actively in case of deviation and propose backup solutions
• Integrate manually, in dedicated IT solution, the Transport Request, if necessary
• Arrange alternative in case preferred carrier is unavailable
• Take corrective actions in case of missing pre-alerts
• Receive and control customer bookings according to the processes in place
• Check optimizations from optimizer if applicable, propose consolidation options.
• Report on data quality
• Provide clarifications and/or missing information
• Communicate & confirm arrangement to origin
• Deliver Customer Satisfaction

• Manage and supports order management to ensure the best possible service level
• Meets deadlines and ensures completion of customer service tasks within the expected time frames
• Ensure a consistent and pro-active communication flow with the customer
• Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
• Prioritizes, resolves and/or escalates issues to secure the customer\'s interest
• Represent Prism internally and externally
• Use the tools and communication to react to customer requests
• Act as single point of contact for the customer
• Identify and record savings (benefits tracking) delivered to the customers.
• Provide his/her expertise in transportation management
• Use of the technologies to be more efficient and work with the CBS
• Contribute to improve Partners and Vendor performance

• Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
• Monitor the good deployment and efficiency of new operational practices with the 3PLs
• Contribute to formalize the SOP
• Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
• Set up and Monitor corrective action plans in agreement with the 4PL HUB manager
• Manage operational quality

• Receive non-conformities and complaints and log these in a database
• Conduct root cause analysis on logged issues
• Categorized all non-conformities & complaints using standardized issue codes and reason codes
• Capture claims through non-conformities & complaints management process
• Assess of potential claims and recommendation to the customer
• Assign corrective actions to relevant parties and follow up
• Escalate claim to concerned party
• Conduct 8D analyses for complex claims
• In case of financial damages follow up with 3PL and insurance until financial settlement
• Operate spot quotations

• Define requirements
• Get spot quotation from the 3PL\'s panel
• Select provider
• Maintain spot quotation database / matrix

Job Requirements:
o Experience in transport management / freight forwarding (air operations)
o Proven track record in a similar role, ideally in a Control Tower of 4PL environment
o Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
o Excellent command of written and spoken English
o Must be willing to work on a 24/7 rotational shift
o Customer centric mindset
o Excellent communication
o Team player
o Solution finder
o Rigorous
o Excellent interpersonal skills
o Thoroughness
o Organized
o Responsive
o Excellent in written and verbal English

Monroe Consulting