Job Description

Key Responsibilities:

• Act as the primary contact point for assigned customers, ensuring prompt and professional handling of inquiries and service requests.
• Monitor, track, and resolve backlog shipments by working closely with warehouse operations, transport, and forwarders.
• Manage and resolve customer complaints by investigating issues, providing corrective actions, and ensuring timely closure.
• Liaise with freight forwarders, carriers, and other external partners to ensure smooth shipment flow and on-time deliveries.
• Coordinate with internal warehouse and operations teams to ensure customer requirements are met within agreed SLAs.
• Prepare and provide regular service performance reports, highlighting key trends, issues, and improvement opportunities.
• Escalate critical service failures or risks to management with recommendations for resolution.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.
• Maintain accurate and up-to-date customer records, service logs, and communication history.

Qualifications & Requirements :

• Bachelor's Degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• 2-4 years of experience in customer service, client management, or logistics operations, preferably within warehouse or freight forwarding environment.
• Strong communication and interpersonal skills with the ability to build positive relationships with customers and stakeholders.
• Problem-solving mindset with experience handling customer complaints and service recovery.
• Knowledge of supply chain, warehouse operations, and freight forwarding processes.
• Proficient in MS Office applications (Excel, PowerPoint, Word); experience with WMS/TMS is an advantage.
• Must be willing to be based at Port Klang Free Zone, Pulau Indah.

Skills Required