Customer Service Manager

The Customer Service Manager for Cross-Border Logistics is responsible for overseeing the customer service operations related to customs clearance, and cross-border delivery. This role ensures that customers receive exceptional service, their inquiries are handled efficiently, and any issues related to cross-border logistics are resolved promptly. The manager will lead a team of customer service representatives, develop strategies to enhance customer satisfaction, and collaborate with internal and external stakeholders to ensure smooth cross-border operations.

**Responsibilities**:
1. Team Leadership:

- Recruit, train, and manage a team of customer service representatives
- Set performance goals, provide coaching, and conduct regular performance evaluations.
- Foster a culture of excellence, accountability, and continuous improvement within the team.

2. Customer Service Strategy:

- Develop and implement customer service policies and procedures tailored to organization needs.
- Ensure compliance with international shipping regulations, customs requirements, and trade compliance.
- Monitor and analyse customer service metrics to identify trends and areas for improvement.

3. Customer Interaction:

- Handle escalated customer complaints and complex issues related to cross-border logistics, such as customs delays, documentation errors, or delivery issues.
- Maintain strong relationships with key customers and provide personalized support for high-priority accounts.

4. Cross-Border Logistics Expertise:

- Serve as the primary point of contact for customers regarding international shipping, customs clearance, and cross-border delivery processes.
- Stay updated on international trade regulations, customs policies, and shipping requirements.
- Collaborate with logistics partners, carriers, and customs brokers to resolve issues and improve service delivery.

5. Process Improvement:

- Identify and implement process improvements to streamline cross-border logistics operations and enhance customer satisfaction.
- Use customer feedback to drive continuous improvement initiatives.
- Develop and maintain documentation, such as FAQs and guides, to assist customers with cross-border logistics processes.

6. Reporting and Analysis:

- Prepare regular reports on customer service performance, including metrics related to cross-border logistics (e.g., delivery times, customs clearance rates, customer satisfaction scores).
- Analyze data to identify trends, bottlenecks, and opportunities for improvement.
- Present findings and recommendations to senior management.

7. Collaboration:

- Work closely with internal teams, such as operations, sales, and compliance, to ensure seamless cross-border logistics operations.
- Liaise with external partners, including carriers, customs brokers, and government agencies, to resolve issues and improve service delivery.
- Communicate customer feedback to relevant stakeholders to drive product and service improvements.

**Qualifications**:

- Education: Bachelor’s degree in Logistics, Supply Chain Management, International Business, or a related field. A Master’s degree is a plus.
- Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role. Experience in cross-border logistics, international shipping, or customs clearance is an added advantage

**Skills**:

- Strong leadership and team management skills.
- In-depth knowledge of international trade regulations, customs processes, and cross-border logistics.
- Excellent communication and interpersonal skills, with the ability to interact with customers and stakeholders from diverse cultural backgrounds.
- Proficiency in customer service software, CRM systems, and logistics management tools.
- Analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.

**Work Environment**:

- Office-based with occasional travel to meet with customers, partners, or attend industry events.
- May require working outside standard business hours to address urgent customer issues or manage international time zones.

**Salary and Benefits**:

- Competitive salary based on experience and qualifications.
- Comprehensive benefits package, including health insurance, dental and optical reimbursement and paid time off.
- Opportunities for professional development and career advancement.

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

Pay: RM6,000.00 - RM7,000.00 per month

**Benefits**:

- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Work Location: In person

Application Deadline: 03/31/2025