Customer Service (Logistics)

SH COGENT LOGISTICS SDN BHD; Klang City; On-site; MYR 33,000 - 67,000; Full time

Job summary

SH COGENT LOGISTICS SDN BHD seeks a detail-oriented Customer Support & Billing Specialist to join our Malaysia team. You will liaison with customers, handle bookings and billing inquiries, and coordinate shipments to ensure on-time delivery.

Ideal candidate has a diploma or bachelor’s degree, 3–4 years’ experience in customer support and billing, and strong communication and multitasking skills to handle diverse personalities and situations.

Qualifications

• Diploma or Bachelor’s degree in a related field.
• 3–4 years of proven customer support and billing experience.
• Strong communication and presentation skills.
• Ability to multi-task and manage time effectively.

Responsibilities

• Serve as the main liaison between customers and the company.
• Handle customer inquiries, requests, and complaints.
• Provide shipment status updates and exception reports.
• Receive and process booking instructions from customers.
• Coordinate with shipping lines, airlines, transporters, warehouses and internal departments.
• Monitor shipment and ensure timely execution.
• Coordinate shipping instructions and Bill of Lading requirements.
• Arrange cargo collection, delivery, stuffing, unstuffing and warehousing activities.
• Coordinate with the Customs Declaration team for customs clearance.
• Provide timely updates on shipment status and delivery arrangements.
• Escalate critical operational matters to management when necessary.
• Coordinate with the Finance Department for billing and invoicing.

Skills

Phone handling

Active listening

Communication

Presentation skills

Time management

Education

Diploma or Bachelor’s degree

Job description

Possess at least a diploma or bachelor’s degree certificate in a related field

Minimum 3-4 years of proven customer support and billing experience

Strong phone handling skills and active listening

Customer-oriented with the ability to adapt and respond to different types of personalities

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Able to work independently and complete assignments within given instructions and standard accepted practices

Responsibilities : Essential Duties:

1. Customer Relationship Management

Serve as the main liaison between customers and the company.

Handle customer inquiries, requests, and complaints.

Maintain good customer relationships and service satisfaction

Provide shipment status updates and exception reports.

2. Shipment Coordination

Receive and process booking instructions from customers.

Coordinate with shipping lines, airlines, transporters, warehouses and internal departments.

Monitor shipment and ensure timely execution.

Follow up on shipment delays, rollovers and operational issues.

3. Documentation Management

Collect and review shipping documents from customers.

Ensure completeness and accuracy of documents before submission to relevant departments.

Coordinate shipping instructions and Bill of Lading requirements.

4. Operational Coordination

Arrange cargo collection, delivery, stuffing, unstuffing and warehousing activities where required.

Coordinate with the Customs Declaration team for customs clearance.

Liaise with Operations and Haulage teams to ensure service delivery.

5. Customer Communication

Provide timely updates on shipment status, customs clearance, delivery arrangements and unforeseen issues.

Escalate critical operational matters to management when necessary.

Verify operational charges and supporting documents.

Coordinate with the Finance Department for billing and invoicing.

Ensure all chargeable services are properly captured for invoicing.

7. Performance Monitoring

Monitor service performance and customer satisfaction.

Identify service improvement opportunities and implement corrective actions.

8. Outsourced Service Provider Coordination

Obtain the necessary management approval before engaging any outsourced service provider, in accordance with the Company's approval authority and procurement procedures.

Coordinate and monitor outsourced service providers, including transporters, warehouses and other logistics vendors.

Ensure outsourced services are performed in accordance with customer requirements, contractual obligations, and company standards.

Follow up on service schedules, cargo status, and operational issues with service providers.

Verify service completion and supporting documents prior to billing and payment processing.