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Head of Customer Service (Bdr Bukit Tinggi)

Head of Customer Service (Bdr Bukit Tinggi)

JobCity.myKlang, Selangor, Malaysia
15 days ago
Job description

The company is a Singapore based company, offering a one-stop total logistics solutions.

Its expertise includes - Airfreight & Sea freight (Import & Export), Transhipment Cargoes, Consolidation Services, Custom Brokerage, Warehouse, Distribution & Packing Services, Projects & Exhibition Cargoes, Cargo Insurance and Warehousing.

Responsibilities :

  • Lead, manage, and develop the customer service team to ensure high-quality service and operational efficiency.
  • Oversee coordination of shipping rate profiling and negotiation with carriers to optimize costs.
  • Supervise shipment scheduling, booking, document verification (including Bills of Lading), and timely submission to carriers and agents.
  • Ensure effective communication and coordination with internal teams, vendors, agents, and customers via phone, email, and other channels.
  • Monitor shipment status daily, generate reports, and escalate operational issues promptly.
  • Oversee customs clearance processes and ensure compliance with customs regulations.
  • Liaise with clients and agents regarding HS codes, duty / tax information, and other shipment inquiries.
  • Analyze customer service metrics and prepare timely reports to senior management for continuous improvement.
  • Collaborate with global teams to stay updated on market changes and shipping rates.
  • Ensure proper documentation management and system updates.
  • Drive continuous improvement initiatives to enhance customer experience and operational workflows.
  • Handle escalated customer complaints and resolve complex issues efficiently.
  • Perform any other duties assigned by senior management.

Requirements :

  • Candidates must possess at least SPM, Diploma or higher qualification in Logistics, Supply Chain, Business Administration, or related field.
  • Minimum 5 years of experience in logistics customer service, with at least 2 years in a supervisory or managerial role.
  • Good communication and strong interpersonal skills
  • Familiar with customs declaration
  • Required skill(s) : Strong verbal communication and presentation skills, self-disciplines, computer literate, presentation preparation and report.
  • Languages : English, Bahasa Malaysia, Mandarin (added advantage)
  • Willing to work half day on Saturday
  • Willing to work in Bandar Bukit Tinggi, Klang
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    Customer Service • Klang, Selangor, Malaysia