Assistant Manager Customer Service

3 days ago

Shah Alam, Malaysia YCH LOGISTICS (M) SDN BHD Full time

**Key Responsibilities**:

- **Customer Service Support**:

- Assist in managing a team of customer service representatives handling client inquiries, order updates, and issue resolution.
- Ensure timely and accurate communication with customers regarding order status, delays, or issues.
- **Order Management**:

- Oversee the end-to-end process of order fulfillment, including coordination with warehouse teams to ensure orders are picked, packed, and shipped accurately.
- Monitor order processing timelines to ensure on-time delivery.
- **Issue Resolution**:

- Handle escalated customer complaints and concerns professionally and promptly.
- Coordinate with warehouse teams to resolve issues related to inventory, shipping, or returns.
- **Team Leadership**:

- Train, guide, and motivate customer service staff to deliver exceptional service.
- Monitor team performance and ensure adherence to company policies and customer service standards.
- **Process Improvement**:

- Identify and implement improvements in customer service processes to enhance efficiency and customer satisfaction.
- Collaborate with the warehouse operations team to streamline workflows.
- **Reporting & Analysis**:

- Generate reports on customer service metrics, such as response times, customer satisfaction, and issue resolution rates.
- Analyze data to identify trends and areas for improvement.
- **Collaboration**:

- Work closely with warehouse managers, inventory control, and logistics teams to ensure seamless operations.
- Support the Customer Service Manager in strategic initiatives and day-to-day activities.

**Requirements**:

- **Education**:

- Diploma or Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field.
- **Experience**:

- 3+ years in customer service, preferably in a warehouse or logistics environment.
- Previous experience in a supervisory or leadership role is an advantage.
- **Skills**:

- Strong communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Proficiency in warehouse management systems (WMS) and Microsoft Office Suite (Excel, Word, Outlook).
- Problem-solving and conflict-resolution abilities.
- **Other**:

- Familiarity with logistics, inventory control, and order fulfillment processes.
- Ability to work in a fast-paced environment and handle pressure effectively.

**Job Types**: Full-time, Permanent

**Benefits**:

- Maternity leave
- Opportunities for promotion

Schedule:

- Monday to Friday

Supplemental Pay:

- 13th month salary
- Performance bonus

Application Question(s):

- May I know your expected salary?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer Care Specialist: 3 years (preferred)

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