Customer Service Clerk (Logistics)

Essential Duties:

1. Customer Relationship Management

Serve as the main liaison between customers and the company.

Handle customer inquiries, requests, and complaints.

Maintain good customer relationships and service satisfaction.

Provide shipment status updates and exception reports.

2. Shipment Coordination

Receive and process booking instructions from customers.

Coordinate with shipping lines, airlines, transporters, warehouses and internal departments.

Monitor shipment and ensure timely execution.

Follow up on shipment delays, rollovers and operational issues.

3. Documentation Management

Collect and review shipping documents from customers.

Ensure completeness and accuracy of documents before submission to relevant departments.

Coordinate shipping instructions and Bill of Lading requirements.

4. Operational Coordination

Arrange cargo collection, delivery, stuffing, unstuffing and warehousing activities where required.

Coordinate with the Customs Declaration team for customs clearance.

Liaise with Operations and Haulage teams to ensure service delivery.

5. Customer Communication

Provide timely updates on shipment status, customs clearance, delivery arrangements and unforeseen issues.

Escalate critical operational matters to management when necessary.

6. Billing Support

Verify operational charges and supporting documents.

Coordinate with the Finance Department for billing and invoicing.

Ensure all chargeable services are properly captured for invoicing.

7. Performance Monitoring

Monitor service performance and customer satisfaction.

Identify service improvement opportunities and implement corrective actions.

8. Outsourced Service Provider Coordination

Obtain the necessary management approval before engaging any outsourced service provider, in accordance with the Company's approval authority and procurement procedures.

Coordinate and monitor outsourced service providers, including transporters, warehouses and other logistics vendors.

Ensure outsourced services are performed in accordance with customer requirements, contractual obligations, and company standards.

Follow up on service schedules, cargo status, and operational issues with service providers.

Verify service completion and supporting documents prior to billing and payment processing.

Education and/or Work Experience Requirements:

Min SPM or Diploma / Bachelor’s degree certificate in a related field

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Ability to work independently & to carry out assignments to completion within parameters of instructions given & standard accepted practices.

Job Type: Full-time

Pay: RM2,200.00 - RM2,800.00 per month

Experience:

Customer Service in Forwarding/Logistics: 1 year (Required)

Work Location: In person