Customer Service and Logistic Manager

Shenglih International Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics and customer service company in Kuala Lumpur is seeking a Customer Service & Logistic Executive/Manager to oversee customer support and logistics operations. The ideal candidate will lead a team focused on delivering exceptional service, manage order processing, and ensure efficient logistical operations. Proficiency in Bahasa Malaysia, English, and Chinese is essential along with strong leadership skills. This role is vital for enhancing distributor experience and improving operational workflows.

Qualifications

• Proficiency in Bahasa Malaysia, English, and Chinese for stakeholder communication.
• Experience in customer service and logistics management.

Responsibilities

• Lead and manage the customer service team for exceptional support.
• Oversee all customer inquiries and ensure effective resolution.
• Manage end-to-end order processing for accuracy and timeliness.

Skills

Proficiency in Bahasa Malaysia

Proficiency in English

Proficiency in Chinese

Leadership skills

Customer service experience

Job description

Customer Service & Logistic Executive/ Manager

We are looking for an experienced, detail-oriented, and service-driven Customer Service & Logistics personnel to lead our customer support and logistics operations. This role is critical in ensuring excellent distributor experience, efficient order fulfilment, and seamless end-to-end operational flow within our fast-growing direct selling environment.

Experience in direct selling or MLM is not mandatory. Proficiency in Bahasa Malaysia, English and Chinese language is required to effectively communicate with our stakeholders.

Key Responsibilities:

Customer Service Responsibilities

Lead and manage the customer service team to deliver exceptional support to distributors and customers.

Oversee all customer inquiries, feedback, and complaints, ensuring timely and effective resolution.

Implement and refine customer service SOPs to enhance service consistency and experience quality.

Monitor call performance, service standards, and response times to achieve high satisfaction levels.

Work closely with internal departments to resolve product issues, order discrepancies, and service-related concerns.

Provide ongoing training to customer service staff to ensure professionalism and product knowledge.

Manage communication channels such as hotline, email, live chat, and support tickets.

Prepare service performance reports and propose improvements to enhance customer experience.

Logistics & Operations Responsibilities

Oversee end-to-end order processing, from order entry to final delivery, ensuring accuracy and timeliness.

Manage inventory control and stock replenishment, preventing shortages and over-stock situations.

Liaise with warehouse teams to ensure efficient picking, packing, and dispatch processes.

Coordinate with courier partners and monitor delivery performance to ensure timely fulfilment.

Handle logistics documentation, shipping records, and compliance with company and regulatory requirements.

Develop and implement logistics SOPs to optimize efficiency and streamline operations.

Support business growth by improving order fulfilment workflows, cost control, and logistics planning.