Assistant Manager - AirFreight, Customer Service

DB Schenker; Seberang Perai; On-site; MYR 40,000 - 80,000; Full time

Job summary

Join a forward-thinking global logistics network that values diversity and individual contributions. In this role, you will be instrumental in enhancing customer satisfaction through effective communication and operational excellence. You will lead a team to monitor performance, develop strategies, and ensure timely updates on customer service milestones. This dynamic position offers the chance to make a real impact while enjoying a comprehensive rewards package, including competitive wages and benefits that support work-life balance. Embrace the opportunity to grow your career in a supportive and innovative environment.

Benefits

Comprehensive Insurance

Vacation and Leave Policies

Competitive Wages

Total Rewards Package

Qualifications

• 5+ years of experience in the forwarding industry.
• Service-oriented with strong communication and interpersonal skills.

Responsibilities

• Monitor team performance and ensure customer satisfaction.
• Lead problem-solving efforts and manage operational costs.
• Provide training to new customer service coordinators.

Skills

Interpersonal Skills

Communication Skills

Problem-Solving

Customer Service Orientation

Education

Diploma/Degree in Logistics and Supply Chain Management

Diploma/Degree in 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 to support customers by providing helpful information and solutions, while ensuring customer satisfaction with the company’s products, services, and features. The role also 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 embraces a LEAN management approach to ensure cost-effective operations.

Job Responsibilities

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

Job Specification

• 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:

• DB Schenker Malaysia offers a Total Rewards Package with competitive wages, comprehensive benefits, and reward systems.
• Vacation and leave policies supporting work-life balance.
• Comprehensive insurance including Group Hospitalisation & Surgery (GHS), Group Personal Accident (GPA), and Group Term Life (GTL).

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