Customer Service Manager

People Pathfinders Sdn Bhd; Klang City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A logistics company in Klang, Selangor is seeking a Customer Service Manager. The role involves managing a team focused on customer bookings and documentation while ensuring operational accuracy and compliance. Ideal candidates should have a Bachelor’s degree and extensive experience in shipping and logistics. Excellent communication skills and a proactive approach to problem-solving are crucial for success. Only shortlisted candidates will be notified.

Qualifications

• Minimum 8 – 10 years experience in shipping or logistics.
• At least 2 years in a leadership role.
• Strong knowledge of shipping documentation and port regulations.

Responsibilities

• Lead the Customer Service and Documentation teams.
• Coordinate all customer bookings and documentation.
• Ensure compliance with shipping regulations and KPIs.

Skills

Customer-first mindset

Excellent communication skills

Team management

Proactive problem-solving

Multitasking and prioritization

Education

Bachelor’s degree in Business Administration or related discipline

Tools

MS Office

Shipping software systems

Job description

Overview

People Pathfinders Sdn Bhd is hiring a full-time Customer Service Manager role in Klang, Selangor. Apply now to be part of our team.

Job summary

Looking for candidates available to work:

• Monday: Morning, Afternoon
• Tuesday: Morning, Afternoon
• Wednesday: Morning, Afternoon
• Thursday: Morning, Afternoon
• Friday: Morning, Afternoon

The Company

Our client is a shipping line connecting container trades in Southeast Asia, the Middle East, China, India, and Africa.

Reporting to the Managing Director, the Customer Service & Documentation Manager will lead a team managing the full scope of customer bookings, export/import documentation, and delivery processes. Ensure high levels of operational accuracy, customer satisfaction, and compliance with shipping regulations and KPIs.

The Customer Service & Documentation Manager will be responsible to:

• 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.

The Ideal Candidate

• 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 role.
• Strong knowledge of shipping documentation, port regulations, and customer booking processes.
• Good knowledge in both import and export.
• Customer-first mindset and proactive problem-solving approach.
• Excellent communication and team management skills.
• Computer literacy with good command of MS Office and shipping software systems.
• Ability to multitask, prioritize workloads, and work under pressure.
• Proficient in English, both written and spoken.

Only shortlisted candidates will be notified.