Customer Service Operations

Full Time
Posted 2 months ago

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.

Job Features

Job Category

Procurement, Supply Chain & Logistics

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