Customer Service Executive - Warehouse

J&T EXPRESS (MALAYSIA) SDN. BHD.; Shah Alam; On-site; MYR 36,000 - 51,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Sports (e.g. Gym)

Birthday event

Teambuilding

Paternity leave

Job summary

J&T Express (Malaysia) is expanding its Shah Alam sorting centres with a Customer Service Executive role to manage parcel inquiries and complaints, investigate delays, misroutes, damages, or losses, and keep precise case records in JMS and Excel.

You will collaborate with Operations, Branches, and Sorting teams to resolve issues quickly, uphold SOPs, and provide reliable, customer-focused support across shifts.

Qualifications

• Minimum diploma or equivalent qualification in a related field.
• Proven communication and problem-solving abilities.
• Ability to work independently and handle shifts, weekends, and holidays.

Responsibilities

• Handle customer inquiries and complaints on the Normal CRM and Ecom CRM platforms, following company SOPs
• Contact Non-Ecom customers when their parcels are stuck at the gateway
• Work with Operations, Branches, and Sorting teams to resolve delivery problems quickly
• Track and resolve issues with delayed, damaged, AWB-less, and prohibited parcels
• Register ATS tickets (lost, damaged, or rejected) based on parcel status and last scan
• Match unlabelled parcels and void expired AWB-less records
• Keep accurate customer and case records in the JMS system and Excel
• Prepare daily statistical reports to track operational progress
• Support operations (handling abnormal parcels) whenever needed

Skills

Communication

Interpersonal skills

Problem solving

Detail-oriented

Independent work

Shift work

Education

Diploma or equivalent

Tools

Microsoft Office

Excel

Word

Job description

J&T Express (Malaysia) is opening new sorting centres in Shah Alam. As a Customer Service Executive, you will handle customer inquiries and complaints related to parcel delivery, and investigate and follow up on delayed, misrouted, damaged, or lost shipments. You will work with the Operations, Branches, and Sorting teams to resolve issues promptly, keep case records accurate in the JMS system and Microsoft Excel, and deliver excellent customer service in line with company SOPs.

Key responsibilities

Handle customer inquiries and complaints on the Normal CRM and Ecom CRM platforms, following company SOPs

Contact Non-Ecom customers when their parcels are stuck at the gateway

Work with the Operations, Branches, and Sorting teams to resolve delivery problems quickly

Track and resolve issues with delayed, damaged, AWB-less, and prohibited parcels

Register ATS tickets (lost, damaged, or rejected) based on parcel status and last scan

Match unlabelled parcels and void expired AWB-less records

Keep accurate customer and case records in the JMS system and Excel

Prepare daily statistical reports to track operational progress

Support operations (handling abnormal parcels) whenever needed

About you

Minimum Diploma or equivalent qualification, preferably in Logistics, Supply Chain Management, Business Administration, Operations Management, or a related field

Proficient in Microsoft Office, particularly Excel and Word

Detail-oriented, responsible, and able to work independently

Good communication, interpersonal, and problem-solving skills

Willing to work shifts, weekends, and public holidays when required

Experience in logistics, warehouse operations, or quality control is an advantage

Logistics, Freight & Delivery Services More than 10,000 employees

J&T Express is a global logistics provider with strong presence in Southeast Asia and China, the world’s fastest-growing market. Founded in 2015, J&T Express' network spans thirteen countries, including Indonesia, Vietnam, Malaysia, the Philippines, Thailand, Cambodia, Singapore, China, Saudi Arabia, the UAE, Mexico, Brazil and Egypt.

Adhering to its "customer-oriented and efficiency-based" mission, J&T Express is committed to providing customers with integrated logistics solutions through intelligent infrastructure and digital logistics network, as part of its global strategy to connect the world with greater efficiency and bring logistical benefits to all.

J&T Express is a global logistics provider with strong presence in Southeast Asia and China, the world’s fastest-growing market. Founded in 2015, J&T Express' network spans thirteen countries, including Indonesia, Vietnam, Malaysia, the Philippines, Thailand, Cambodia, Singapore, China, Saudi Arabia, the UAE, Mexico, Brazil and Egypt.

Adhering to its "customer-oriented and efficiency-based" mission, J&T Express is committed to providing customers with integrated logistics solutions through intelligent infrastructure and digital logistics network, as part of its global strategy to connect the world with greater efficiency and bring logistical benefits to all.

Perks and benefits

• Medical
• Miscellaneous allowance
• Sports (e.g. Gym)
• Birthday event
• Teambuilding
• Paternity leave