Customer Services Manager

2 weeks ago

Johor Bahru, Johor, Malaysia KLN Logistics (M) Sdn Bhd Full time 80,000 - 120,000 per year

Job Descriptions:

  • Oversee the daily operations of customer service for multiple contract logistics accounts, ensuring all processes are executed efficiently and in line with client expectations.
  • Supervise, mentor, a team, fostering a collaborative atmosphere where everyone feels empowered to contribute their best work.
  • Manage all aspects of customer and order management, including handling enquiries, resolving issues promptly, and maintaining strong relationships with clients.
  • Coordinate billing and invoicing activities accurately and on schedule, ensuring all financial documentation meets internal standards and client requirements.
  • Plan logistics activities such as volume forecasting, truck ordering, and container booking to guarantee timely delivery of services across all accounts.
  • Administer orders from initiation through completion, monitoring progress closely to ensure accuracy and compliance with contractual obligations.
  • Monitor key performance indicators (KPIs) related to customer satisfaction, order fulfilment, and team productivity; implement improvements based on data-driven insights.
  • Documentation Management: Handle inbound and outbound documentation efficiently, ensuring accuracy and timely updates.
  • Process Compliance: Ensure all customer service activities comply with SOPs, SLAs, and regulatory standards.
  • Inventory Coordination: Support regular cycle counts, stock accuracy reporting, and inventory reconciliation.
  • Value-Added Services: Coordinate repacking, relabeling, and other client-specific instructions with operational teams.
  • Safety & Quality Assurance: Follow and promote strict compliance with health, safety, and quality standards.

Job Qualifications:

  • Educational background: Diploma or Bachelor's degree in Business Administration, Logistics, or related field.
  • Industry experience: 3-5 years in customer service, preferably in logistics or supply chain.
  • Familiar with warehouse operations and WMS is an advantage.
  • Proficient in MS Office applications (Excel, Outlook, Word).
  • Language proficiency: Fluent in English and Bahasa Malaysia to effectively communicate with diverse stakeholders. Mandarin-speaking candidates will have an advantage for regular communication with China-based customers.

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