customer service executive

5 days ago

Shah Alam, Selangor, Malaysia Xin Hwa Trading & Transport Sdn Bhd Full time 40,000 - 60,000 per year

Why this role matters:

You'll own the customer experience from order to delivery—coordinating teams, preventing issues, and turning logistics complexity into smooth, on-time outcomes.

Key Responsibilities:

1. Customer Communication & Support

  • Act as the main point of contact for customers regarding shipment updates, inquiries, and service requests.
  • Handle daily calls, emails, and enquiries promptly and professionally.
  • Provide proactive updates on delivery status, delays, and issues.

2. Order Processing & Coordination

  • Receive, validate, and process customer orders in the system (WMS / TMS).
  • Coordinate with warehouse, transport, and operations teams to ensure timely order fulfilment.
  • Prepare delivery orders, job sheets, pick lists, and required documentation.

3. Shipment Monitoring

  • Track inbound and outbound shipments to ensure on-time pick-up and delivery.
  • Identify exceptions (damages, delays, shortages) and escalate immediately to relevant teams.
  • Follow up until issues are fully resolved and closed.

4. Documentation Management

  • Prepare transport booking forms, shipment reports, and customer documents.
  • Ensure all operational records are properly filed and updated.
  • Check PODs (Proof of Delivery) and ensure timely submission to customers.

5. Reporting

  • Prepare daily/weekly/monthly reports such as KPI performance, shipment summaries, and service levels.
  • Highlight abnormalities or service gaps to management.

6. Service Improvement

  • Work with internal teams to improve customer experience and operational efficiency.
  • Suggest process enhancements based on recurring customer feedback.

Qualifications & Requirements:

  • Diploma/Degree in Logistics, Supply Chain, Business, or related field.
  • 3+ years' experience in logistics/warehousing/freight forwarding or customer service (relevant internships considered).
  • Mandarin, Malay, English with strong communication and customer-handling skills.
  • Strong Microsoft Excel; exposure to WMS/TMS is a plus.
  • Able to multitask in a fast-paced setting with high accuracy; strong problem-solving/coordination; meets deadlines independently.

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