CUSTOMER SERVICE EXECUTIVE, FREIGHT 货代客服

Sinotrans Malaysia; Johor Bahru; Hybrid; MYR 45,000 - 67,000; Full time

Job summary

Sinotrans Malaysia is seeking a Customer Service & Operations professional in Johor Bahru to coordinate freight operations across air, sea and land. You will manage bookings, monitor shipments, respond to inquiries within 24 hours and ensure accurate data in the system.

The role emphasises client relationship management, cross-team coordination, and adherence to ISO 9001. Fluency in Mandarin, English and Bahasa Melayu is required to serve a diverse client base.

Qualifications

• Diploma in Logistics/Supply Chain Management or equivalent.
• Minimum 2 years in freight forwarding or logistics.
• Experience in client relationship management or account management.
• Experience in customs declaration is a plus.
• Mandarin, English and Bahasa Melayu fluency required.

Responsibilities

• Coordinate and manage freight operations (Air, Sea and Land).
• Monitor shipment milestones to ensure timely delivery.
• Respond to customer emails within 24 hours.
• Update AP/AR records and vendor billing to Finance.
• Ensure ISO 9001 compliance and participate in audits.
• Act as primary contact for clients and coordinate with internal teams.

Skills

Mandarin proficiency

English proficiency

Bahasa Melayu proficiency

Client relationship management

Communication skills

Education

Diploma in Logistics/Supply Chain Management

Job description

Customer Service & Operations (CS)

• Coordinate and manage freight operations (Air, Sea and Land), including bookings with ocean carriers, co-loaders, truckers, etc.
• Monitor and track shipment milestones to ensure timely delivery and proactively address delays or discrepancies.
• Work closely with BD team to handle customers operational requirements.
• Acknowledge and respond to customer emails and correspondence within 24 hours.
• Perform data entry and maintain accurate and up-to-date information in the operating system.
• Update AP/AR records and submit vendors’ billing/invoices to the Finance Department for payment processing.
• Ensure all mandatory documentation is accurately filed for each job, referencing relevant quotations.
• Handle customer inquiries promptly, resolving issues efficiently to maintain high satisfaction levels.
• Maintain good relationships with existing clients and ensure a high level of customer satisfaction.
• Monitor and ensure compliance with departmental and individual KPIs.
• Ensure strict adherence to ISO 9001 policies and participate in internal and external audits as required.
• Perform any other task as assigned from time to time.

Client Management & Account Growth

• Actively manage and nurture existing client accounts to build long-term partnerships, retention and loyalty.
• Identify potential business growth opportunities within the assigned client portfolio through upselling and cross-selling of logistics services.
• Act as the primary point of contact for clients, coordinating between customer operational requirements and internal teams.
• Prepare competitive quotations, tenders and business proposals based on clients’ specific logistics requirements.

KEY REQUIREMENTS

• Possess at least Diploma in Logistics/Supply Chain Management or equivalent;
• Minimum 2 years of working experience in the freight forwarding or logistics industry.
• Experience or strong interest in client relationship management, account management or customer retention.
• Experience in customs declaration will be an added advantage.
• Able to communicate effectively in Mandarin, English and Bahasa Melayu.
• Proficiency in Mandarin is mandatory as the role requires communication with Mandarin-speaking clients and teams.
• Customer-oriented with a strong problem-solving mindset and ability to work professionally under pressure.
• Working Location: Menara Zurich, No. 15 Jalan Dato Abdullah Tahir, 80300 Johor Bahru, Johor.

Apply Online

Attach Resume *

Tel: [phone] | Fax: [phone]

For Logistics Services Enquiries, please feel free to contact [e-mail]