Manager, Customer Service & Documentation – Malaysia

Overview

We're looking for an experienced shipping professional to take on the role of Customer Service & Documentation Manager in our Malaysia office. This role will lead a team managing the full scope of customer bookings, export / import documentation, and delivery processes. The ideal candidate will ensure high levels of operational accuracy, customer satisfaction, and compliance with shipping regulations and KPIs.

Responsibilities

• Lead and supervise the Customer Service and Documentation teams to ensure efficient and effective SOP, workflow and compliance.
• Coordinate all customer bookings, vessel schedules, and documentation in alignment with Internally and externally.
• Collaborate closely with Principal, Sales, Finance, Operations to ensure seamless execution.
• Oversee export and import documentation processes including B / L issuance, manifest submission, and invoice generation.
• Ensure timely response to customer inquiries and proactive communication regarding shipment and transshipment updates.
• Promote and monitor usage of the E-Commerce platform for bookings and documentation.
• Develop and improve internal SOPs to enhance service quality and operational turnaround time.
• Manage regulatory submissions including customs declarations and compliance with port requirements.
• Monitor KPIs performance metrics, identify gaps, and implement corrective actions as necessary.
• Build and Drive a high performing team, balancing strategy through coaching, mentoring, and performance reviews.

Requirements

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