Assistant Manager - AirFreight, Customer Service

DB Schenker; Bukit Mertajam; On-site; MYR 40,000 - 60,000; Full time

Job summary

DB Schenker is seeking a customer service leader to oversee team performance and enhance customer satisfaction within the logistics sector. You will ensure quality service delivery, manage operational costs, and lead initiatives for continuous improvement. Ideal candidates are experienced in logistics, possess solid interpersonal skills, and can thrive in a diverse environment.

Benefits

Competitive wages

Comprehensive benefits

Insurance packages

Policies supporting work-life balance

Qualifications

• 5+ years in the forwarding industry required.
• Service-oriented with good interpersonal and communication skills.
• Knowledge of Microsoft Excel and Word is advantageous.

Responsibilities

• Relaying product information and ensuring customer satisfaction.
• Analyzing team performance through Key Performance Indicators (KPIs).
• Leading problem-solving efforts and managing operational costs.

Skills

Interpersonal skills

Communication skills

Problem-solving

Education

Diploma/Degree in Logistics and Supply Chain Management or Business Management

Tools

Microsoft Excel

Microsoft Word

Job description

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

This position is responsible for overall team performance in supporting customers by providing helpful information and solutions, while ensuring customer satisfaction with the company's products, services, and features. The role involves following up on actions and monitoring daily customer and operations-related issues. Effective communication with internal and external customers and vendors is essential. The position also emphasizes embracing a LEAN management approach to ensure cost-effective operations.

Job Responsibilities

1. Relaying extensive product information to customers.
2. Communicating operations strategies and objectives to ensure departmental targets are met and operations are effective.
3. Developing long-term plans to achieve organizational goals.
4. Analyzing team performance through Key Performance Indicators (KPIs).
5. Monitoring the performance of both internal and external service providers.
6. Supervising daily operations within the customer service department and establishing effective procedures, policies, and standards.
7. Ensuring all milestones are updated in a timely and organized manner.
8. Liaising with other departments to maintain customer-oriented service.
9. Leading problem-solving efforts by identifying issues, evaluating solutions, and developing customer satisfaction goals to be met consistently.
10. Managing operational costs and creating cost-effective customer service and operations teams.
11. Evaluating and reporting on customer service and operations activities, maintaining accurate records of all interactions.
12. Providing training to new customer service coordinators.
13. Performing other tasks as assigned by superiors.

Job Specifications

• Diploma/Degree in Logistics and Supply Chain Management or Business Management.
• Minimum of five (5) years of experience in the forwarding industry.
• Knowledge of Microsoft Excel and Word is advantageous.
• Service-oriented with good interpersonal and communication skills.

Benefits

• Competitive wages, comprehensive benefits, and reward systems.
• Policies supporting work-life balance, including vacation and leave policies.
• Comprehensive insurance packages including hospitalisation & surgery, personal accident, and term life insurance.

To be considered for this position, applicants must have valid rights to work and live in Malaysia.