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Customer Service Executive

3 weeks ago

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

**Manage Team Member Performance**
- Develop and build relationships with customers and a network of contacts understand customer needs and achieve business objectives.
- Monitor team key performance indicators achievement. Conduct regular reviews to provide feedback on achievements, performance gaps and requirements for improvement
- Coach and provide career development.
- Establish goals and monitor performance achievement.
- Conduct performance appraisals
- Collect, review, and provide verbal and written performance feedback for continual development.
- Manage employee performance and resolve conflict.
- Provide recognition.

**Build an Effective Team**
- Prioritize work, remove barriers, and drive for accountability.
- Manage team staffing and succession.
- Distribute work and learning opportunities.
- Empower team members and promote teamwork.
- Provide line of sight to strategic objectives

**Oversee Functional Area Service Delivery**
- Provide consultation on work execution and problem solving.
- Assist in the troubleshooting of escalated issues and provide coaching for resolution.
- Coordinate and communicate policy and procedures.
- Monitor for adherence to policy and procedures and provide feedback.
- Ensure team members are properly trained according to department compliance and work requirements.
- Identify and implement system and process improvements.
- Develop, monitor, and report performance metrics.

**Promote Collaboration and Provide Project Support**
- Maintain a proactive and customer-focused approach.
- Act as liaison between team and customer group
- Support department performance improvement and cost reduction activities
- Lead or participate in special projects.
- Assist others with workloads.
- Mentor cross-functional team members
- Promote partnership across functional areas and customer groups

**Provide a Safe, Compliant, and Ethical Work Environment**
- Maintain knowledge of work-related health resources and how to handle an injury in the workplace.
- Ensure that accidents and emergencies are reported and documented.
- Identify and resolve and / or report potential safety, security, and labour issues.
- Ensure all operations are carried on in an appropriate, cost-effective way.
- Improve operational management systems, processes and best practices.
- Purchase materials, plan inventory and oversee warehouse efficiency.
- Help the organization’s processes remain legally compliant.
- Formulate strategic and operational objectives.
- Examine financial data and use them to improve profitability.
- Manage budgets and forecasts.
- Perform quality controls and monitor production KPIs.
- Recruit, train and supervise staff.
- Find ways to increase quality of customer service.
- Commitment in Internal or external audits
- To perform additional duties as required by AGM or Manager.

**JOB REQUIREMENTS**
- Proven work experience as Customer Service Exec or similar role
- Knowledge of organizational effectiveness and operations management
- Excellent communication skills
- Leadership ability
- Outstanding organisational skills
- Degree in Business, Operations Management, or related field (preferably related experience)
- Diploma Operations Management, or related field with 5 years of experience (preferably related experience):

- Certificate / STPM / SPM with 4 years of relevant experience.
- Computer literate, with WMS experience
- Able to communicate well in English and Bahasa Malaysia.

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

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift

Supplemental pay types:

- 13th month salary
- Performance bonus

**Experience**:

- Customer Care Specialist: 2 years (required)

Ability to Commute:

- Shah Alam (required)