Customer Service Manager

2 days ago

Shah Alam, Selangor, Malaysia AROONA SOLUTIONS SDN BHD Full time 36,000 - 72,000 per year

Job Responsibilities:

  • Oversee all customer service activities related to logistics, shipping, warehousing, and distribution.
  • Ensure prompt handling of customer inquiries, bookings, documentation, shipment tracking, and delivery updates.
  • Coordinate with internal departments to resolve shipment delays, customs clearance issues, and documentation discrepancies.
  • Maintain clear communication channels with clients to ensure transparency and service reliability.
  • Build and maintain strong relationships with key customers, ensuring a high level of satisfaction and retention.
  • Handle customer escalations and provide effective, timely resolutions.
  • Gather feedback from clients to identify areas for improvement in logistics processes and service quality.
  • Develop, implement, and monitor customer service policies and standard operating procedures (SOPs).
  • Set and track department KPIs such as response time, delivery accuracy, and customer satisfaction scores.
  • Conduct root cause analysis for service failures and initiate corrective and preventive actions.
  • Oversee the preparation and accuracy of shipping documents, invoices, customs forms, and delivery records.
  • Ensure compliance with local and international shipping regulations and company quality standards.
  • Support audit requirements by maintaining complete and accurate documentation records.
  • Lead and supervise the customer service team to ensure efficient day-to-day operations.
  • Provide regular coaching, training, and performance evaluations to develop staff competency.
  • Foster a positive, collaborative, and service-oriented work culture.
  • Liaise with logistics service providers, port authorities, and government agencies to facilitate smooth operations.
  • Provide regular reports to management on customer service performance, client feedback, and operational bottlenecks.
  • Support business development efforts by assisting in client onboarding and post-contract service delivery.

Job Requirements:

  • Diploma or bachelor's Degree in Logistics, Supply Chain Management, Business Administration, or a related field.
  • Minimum 7 years of experience in logistics, shipping, or supply chain operations, with at least 3 years in a customer service management role.
  • Strong knowledge of import/export processes, documentation, freight forwarding, and transportation management.
  • Proficiency in logistics management systems, (E.g. Odoo)
  • Excellent communication, problem-solving, and leadership skills.
  • Able to work under pressure and manage multiple priorities.
  • Must have good management qualities and ability to cooperate with the team.
  • Must be fluent in spoken and written English.

Job Type: Full-time

Pay: RM5, RM6,000.00 per month

Benefits:

  • Professional development

Work Location: In person

Expected Start Date: 11/03/2025

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