Customer Service Executive

1 week ago

Johor Bahru, Malaysia People Pathfinders Sdn Bhd Full time

**The Company**

Our client is a leading global logistics provider, delivering comprehensive international logistics solutions. Committed to contributing to global economic growth, our client delivers high-value-added services tailored to meet diverse customer needs. Their expertise spans air, ocean, land, and warehousing logistics, ensuring safe, reliable, and customer-centric operations supported by a robust global network.

Reporting to the Branch Manager, the Customer Service Executive will be responsible for managing export operations, communicating with clients, and coordinating with internal and external stakeholders to provide excellent customer service throughout the shipping process.

**The Responsibilities**:

- Serve as the primary point of contact for customers regarding their export shipments.
- Provide customers with shipment status updates, tracking information, and resolution of any issues or delays.
- Provide courteous and professional service to all enquiries and requests for services from customers.
- Build strong relationships with customers for customer retention and growth of new business.
- Monitor and ensure agreed service levels are met and adhere strictly to all customer specific SOPs, including meeting all deadlines stipulated by the customer within the process flow.
- Coordinate with internal departments such as operations, sales and finance to ensure smooth handling of export shipments.
- Communicate with carriers, customs brokers, overseas agents and other logistics partners to facilitate timely and accurate shipment deliveries.
- Monitor and follow up on shipments to ensure timely delivery and resolve any issues that arise during transit.
- Keep the customers updated should there be any delay or abnormalities to their shipments.
- Send pre-alert, do billing and costing.
- Handle customer complaints and issues, seek effective solutions and ensure customer satisfaction.
- Investigate and resolve any discrepancies in shipment documentation or delivery.
- Maintain accurate records of all export transactions and customer interactions.
- Prepare regular reports on shipment statuses, customer service metrics and operational performance.
- Identify opportunities to improve export processes and customer service procedures.
- Participate in training and development programs to stay updated on industry trends and regulations.
- Any ad-hoc tasks assigned by the management.
- Bachelor’s degree or equivalent.
- Minimum 3 years of relevant experience in freight forwarding or related field
- Strong knowledge of export documentation and shipping procedures.
- Possess customer service mindset and data analytical approach.
- Strong interpersonal and communication skills.
- Able to fulfil critical tasks and urgency to deadlines.

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

Pay: Up to RM5,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer Service: 3 years (preferred)
- Freight Forwarding: 3 years (preferred)

Work Location: In person

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