Track and Trace Customer Support Executive

1 week ago

Cyberjaya, Malaysia Hiredly Full time

**Key Responsibilities:

- **
- Monitor and manage advanced shipment tracking systems to provide accurate real-time updates and visibility.
- Establish and maintain consistent communication with carriers, drivers, and other logistics partners to address delays or discrepancies proactively.
- Provide customers with timely, transparent updates on shipment statuses, including unforeseen delays or changes.
- Act as the primary point of contact for customer inquiries, complaints, and escalations, ensuring resolutions are delivered promptly and professionally.
- Analyze and prepare comprehensive tracking and performance reports to identify trends, optimize processes, and minimize delays.
- Coordinate with internal operations and warehouse teams to facilitate seamless handoffs and efficient delivery processes.
- Prepare and oversee customs declarations, ensuring compliance with all regulatory requirements and documentation accuracy.
- Collaborate with customs brokers and agencies to ensure smooth clearance of goods and timely deliveries.
- Stay updated on customs procedures, tariff codes, and export regulations to minimize potential delays or penalties.
- Assist in resolving customs-related issues, such as documentation errors, classification disputes, or clearance delays.
- Support the export division in planning and managing international shipments, including scheduling and coordinating with freight forwarders.
- Maintain accurate and up-to-date logs of customer interactions, shipment histories, and issue resolutions for audit and reporting purposes.
- Support the implementation and enhancement of tracking systems, collaborating with the team lead and IT department to ensure functionality meets operational needs.
- Assist in training new team members on tracking systems, customer service protocols, and operational procedures to maintain high team standards.

**Requirement**:

- Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
- Atleast 1-2 years of experience. Previous experience in logistics, transportation, or customer service roles is an advantage.
- Excellent communication skills, both written and verbal, in English and Bahasa Malaysia.
- Proficiency in Logistics Management Software, Microsoft D365 and Microsoft Office Suite.
- Strong problem-solving skills and the ability to make decisions under pressure.
- Customer-focused mindset with a commitment to providing exceptional service.
- Flexibility to work in shifts, including nights, weekends, and public holidays.
- Team-oriented attitude with the ability to collaborate effectively.

Pay: RM4,000.00 - RM5,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Application Question(s):

- From customer service or logistics background?
- Prefer to do 60% backend support monitoring shipment and 40% customer support. ''Need to have good English communication skill and good attitude''

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