Customer Service Operations

The company

Our client is an international logistics and freight forwarding company that offer transportation solutions globally. The company provides a wide range of customized solutions of logistics services and supply chain solutions such as Transportation, Warehousing and Custom Clearance.

The role:

• Ensure that Operation’s functions are based on compliance agreements with company.
• Basic understanding on ISO management system.
• Monitor and ensure that individual KPIs are followed strictly.
• Coordinate with carriers and co-loaders at local level in terms of issues.
• Manages Operational issues during booking, pre-carriage and on-carriage, response of counterpart.
• Addressing recurring system issues, customer requirements/SOP and change requests in coordination with next tier level.
• Unresolved issues relating to HB/L verification, cargo declarations (AMS, AFR, ACI etc.) and shipment related disputes.
• Monitor the process of shipments like monitoring uplift date, ETA/ETD and setting up respective status code and booking shipment with Airlines.
• Ensure all enquiries and emails are answered within the same day or within 24 hours.
• Supervise billing for Penang Branch or Johor Branch– AR and AP.
• Updating AP in RA1 / ROCS and providing vendor’s billing invoices to Finance department for payment processing.
• Data entry and data updating in operational system: RA-1 / ROCS etc.
• Ensuring mandatory documentations are in respective job files.
• Management support as instructed by and in the absence of the next tier level.
• Work closely with Sales to handle customer’s requirements and propose solutions.
• Engage with approved vendors and subcontractors and ensure appropriate costs are used.
• Meeting time frame KPIs for escalations to the next tier level for unresolved issues.
• Update shipment status to customers and overseas offices / agents.
• Assist, review and update the development of safety and health rules, inspection, and safe system of work to the management.
• Carry out studies on the trend of accidents, near-miss accident, dangerous occurrence, occupational poisoning, or disease which occur at the workplace.
• Ad-hoc assignments as assigned by the head of department.

The requirements:

• Higher Secondary / STPM / “A” Levels / Certificate / Diploma / Degree or higher field.
• 3 years working experience in the related field.
• Familiar with freight forwarding industry.
• Proficient in both English and local language(s) – written and verbal communication skills.
• Possess interpersonal and communication skills.
• Possess customer service mindset and data analytical approach
• Extensive knowledge of local and international freight services and customs policies.

Only shortlisted candidates will be notified.