Jawatan Kosong Customer Service Manager CSM Logistic Warehouse Eng Thai Transport (M) Sdn Bhd Kangar

Eng Thai Transport (M) Sdn Bhd Jobs

Jawatan Kosong Customer Service Manager CSM Logistic Warehouse in Kangar

Description :

Job Summary:
The Customer Service Manager for Cross-Border Logistics is responsible for overseeing the customer service operations related to customs clearance, and cross-border delivery. This role ensures that customers receive exceptional service, their inquiries are handled efficiently, and any issues related to cross-border logistics are resolved promptly. The manager will lead a team of customer service representatives, develop strategies to enhance customer satisfaction, and collaborate with internal and external stakeholders to ensure smooth cross-border operations.

Key Responsibilities:

Team Leadership:

• Recruit, train, and manage a team of customer service representatives
• Set performance goals, provide coaching, and conduct regular performance evaluations.
• Foster a culture of excellence, accountability, and continuous improvement within the team.

Customer Service Strategy:

• Develop and implement customer service policies and procedures tailored to organization needs.
• Ensure compliance with international shipping regulations, customs requirements, and trade compliance.
• Monitor and analyse customer service metrics to identify trends and areas for improvement.

Customer Interaction:

• Handle escalated customer complaints and complex issues related to cross-border logistics, such as customs delays, documentation errors, or delivery issues.
• Ensure timely and accurate resolution of customer inquiries via phone, email, or chat.
• Maintain strong relationships with key customers and provide personalized support for high-priority accounts.

Cross-Border Logistics Expertise:

• Serve as the primary point of contact for customers regarding international shipping, customs clearance, and cross-border delivery processes.
• Stay updated on international trade regulations, customs policies, and shipping requirements.
• Collaborate with logistics partners, carriers, and customs brokers to resolve issues and improve service delivery.

Process Improvement:

• Identify and implement process improvements to streamline cross-border logistics operations and enhance customer satisfaction.
• Use customer feedback to drive continuous improvement initiatives.
• Develop and maintain documentation, such as FAQs and guides, to assist customers with cross-border logistics processes.

Reporting and Analysis:

• Prepare regular reports on customer service performance, including metrics related to cross-border logistics (e.g., delivery times, customs clearance rates, customer satisfaction scores).
• Analyze data to identify trends, bottlenecks, and opportunities for improvement.
• Present findings and recommendations to senior management.

Collabration :

• Work closely with internal teams, such as operations, sales, and compliance, to ensure seamless cross-border logistics operations.
• Liaise with external partners, including carriers, customs brokers, and government agencies, to resolve issues and improve service delivery.
• Communicate customer feedback to relevant stakeholders to drive product and service improvements.

Qualifications:

Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role. Experience in cross-border logistics, international shipping, or customs clearance is an added advantage

Education: Bachelor’s degree in Logistics, Supply Chain Management, International Business, or a related field. A Master’s degree is a plus.

Skills:

• Strong leadership and team management skills.
• In-depth knowledge of international trade regulations, customs processes, and cross-border logistics.
• Excellent communication and interpersonal skills, with the ability to interact with customers and stakeholders from diverse cultural backgrounds.
• Proficiency in customer service software, CRM systems, and logistics management tools.
• Analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Job Type: Full-time

Pay: RM6,000.00 - RM7,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Schedule:

• Monday to Friday
• Weekend jobs

Work Location: In person

If you strong confindence you meet the requirement above, please register and sign in to Eng Thai Transport (M) Sdn Bhd e-recruitment website with link as follow :