Warehouse Customer Service Executive

7 days ago

Bukit Raja Selangor, Malaysia J&T EXPRESS (MALAYSIA) SDN. BHD. Full time

Key Responsibilities:

1. Order & Shipment Coordination

  • Process customer orders accurately in the system (ERP/WMS).
  • Coordinate with warehouse team for picking, packing, and delivery scheduling.
  • Ensure all orders meet customer specifications and delivery deadlines.
  • Follow up closely on urgent, delayed, or special orders.

2. Customer Communication

  • Handle customer inquiries and feedback via phone, email, or WhatsApp in Mandarin, English, and Malay.
  • Provide timely updates on order status, stock availability, or delivery progress.
  • Communicate clearly on issues such as stock shortages, delays, or damages.
  • Escalate unresolved complaints to supervisor or management.

3. Documentation & Reporting

  • Prepare and check Delivery Orders (DOs), Invoices, and Packing Lists.
  • Ensure all shipment documents are complete and accurate.
  • Assist in maintaining daily order tracking and QC documentation.
  • Support preparation of weekly operation or customer reports.

4. Coordination with Internal Teams

  • Liaise with warehouse, QC, and transport teams to ensure smooth workflow.
  • Work with purchasing and sales departments to resolve stock or order discrepancies.
  • Communicate customer requirements clearly to operation teams to minimize errors.

5. Operational Efficiency

  • Maintain accurate order entry to prevent shipment and billing errors.
  • Monitor and update pending, returned, or cancelled orders in the system.
  • Identify process gaps and propose improvement for faster response and better accuracy.
  • Assist in system updates and workflow standardization for warehouse efficiency.

6. Returns / After-Sales Support

  • Handle return, exchange, or replacement requests following SOP.
  • Coordinate with QC to inspect returned goods and update system records.
  • Communicate final resolution to customers promptly.

Requirements:

  • Minimum SPM / Diploma in Business, Logistics, or related field.
  • Minimum 1 year experience in warehouse, logistics, or customer service roles.
  • Proficient in Microsoft Office (Excel, Word); knowledge of ERP/WMS preferred.
  • Strong communication, coordination, and problem-solving skills.
  • Detail-oriented, organized, and able to work in a fast-paced environment.
  • Willing to work overtime or weekends when necessary.

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