Customer Service & Documentation Manager

Jobstreet Malaysia; Klang City; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jora Malaysia is seeking an experienced Customer Service & Documentation Manager in Malaysia to lead the customer bookings, export/import documentation, and delivery processes. You will drive accuracy, customer satisfaction, and compliance with shipping regulations and KPIs.

You will supervise teams, coordinate schedules, collaborate with internal stakeholders, manage B/L, manifests, and invoicing, and continuously improve SOPs and KPIs to deliver seamless shipments.

Qualifications

• Bachelor’s degree in business, shipping, logistics, or related field.
• Minimum 8–10 years in shipping/logistics, with at least 2 years in leadership.
• Strong knowledge of shipping documentation, port regulations, and customer booking processes.
• Proficiency in English, written and spoken.
• Excellent communication and team management skills.

Responsibilities

• Lead and supervise the Customer Service and Documentation teams to ensure efficient SOPs and compliance.
• Coordinate all customer bookings, vessel schedules, and documentation in alignment with internal and external stakeholders.
• Collaborate with Principal, Sales, Finance, Operations for seamless execution.
• Oversee export/import documentation including B/L issuance, manifests, and invoice generation.
• Ensure timely responses to customer inquiries and proactive shipment updates.
• Promote and monitor usage of the E-Commerce platform for bookings and documentation.
• Develop and improve internal SOPs to enhance service quality and turnaround time.
• Manage regulatory submissions including customs declarations and port compliance.
• Monitor KPIs and implement corrective actions as necessary.
• Build and drive a high-performing team through coaching and performance reviews.

Skills

Leadership

Communication

Team management

Problem solving

Education

Bachelor’s Degree in Business Administration, Shipping, Logistics, or related discipline

Tools

MS Office

Shipping software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Service & Documentation Manager

We’re looking for an experienced shipping professional to take on the role of Customer Service & Documentation Manager in our Malaysia office. This role will lead a team managing the full scope of customer bookings, export/import documentation, and delivery processes. The ideal candidate will ensure high levels of operational accuracy, customer satisfaction, and compliance with shipping regulations and KPIs.

Responsibilities:

• Lead and supervise the Customer Service and Documentation teams to ensure efficient and effective SOP, workflow and compliance.
• Coordinate all customer bookings, vessel schedules, and documentation in alignment with Internally and externally.
• Collaborate closely with Principal, Sales, Finance, Operations to ensure seamless execution.
• Oversee export and import documentation processes including B/L issuance, manifest submission, and invoice generation.
• Ensure timely response to customer inquiries and proactive communication regarding shipment and transshipment updates.
• Promote and monitor usage of the E-Commerce platform for bookings and documentation.
• Develop and improve internal SOPs to enhance service quality and operational turnaround time.
• Manage regulatory submissions including customs declarations and compliance with port requirements.
• Monitor KPIs performance metrics, identify gaps, and implement corrective actions as necessary.
• Build and Drive a high performing team, balancing strategy through coaching, mentoring, and performance reviews.

Requirements:

• Bachelor’s Degree in Business Administration, Shipping, Logistics, or related discipline.
• Minimum 8 – 10 years of experience in shipping or logistics, with at least 2 years in a leadership.
• Strong knowledge of shipping documentation, port regulations, and customer booking processes.
• Proficiency in English. Both written and spoken.
• Excellent communication and team management skills.
• Computer literacy with good command of MS Office and shipping software systems.
• Ability to multitask, prioritise workloads, and work under pressure.
• Customer-first mindset and proactive problem-solving approach.