CUSTOMER SERVICE MANAGER

Jobstreet Malaysia; Klang City; On-site; MYR 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Career development opportunities

Training and development opportunities

Supportive working environment

Job summary

Jobstreet Malaysia is seeking an experienced and customer-focused Customer Service Manager to lead our customer service team within the logistics industry.

The successful candidate will manage customer relationships, oversee daily operations, resolve service issues, and ensure a high level of customer satisfaction. You will work cross-functionally with Operations, Warehouse, Transport, and Sales to optimize service delivery and coach team members to improve performance.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 5–8 years of experience in customer service, preferably within logistics, freight forwarding, transportation, or supply chain industries.
• At least 2–3 years of experience in a supervisory or managerial position.
• Strong understanding of logistics processes such as transportation, warehousing, delivery, freight forwarding, or shipment coordination.
• Excellent communication and interpersonal skills.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Customer-oriented with a strong sense of ownership and accountability.
• Good analytical and reporting skills.
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Experience with logistics or ERP systems will be an advantage.
• Good command of English and Bahasa Malaysia. Additional languages, particularly Mandarin, may be an advantage.

Responsibilities

• Lead, manage, and develop the Customer Service team to achieve departmental objectives and service standards.
• Oversee daily customer service operations, ensuring timely and accurate responses to customer enquiries and requests.
• Maintain strong relationships with key customers and act as the escalation point for complex service issues.
• Monitor shipment status, delivery performance, customer complaints, and service recovery.
• Coordinate closely with Operations, Warehouse, Transport, Sales, and other departments to ensure smooth service delivery.
• Investigate customer complaints, identify root causes, and implement corrective and preventive actions.
• Establish and monitor customer service KPIs, SLAs, response times, and customer satisfaction levels.
• Prepare regular reports and provide management with updates on customer service performance and improvement areas.
• Develop and implement procedures to improve customer experience and operational efficiency.
• Ensure customer requirements, service commitments, and company policies are consistently met.
• Coach and mentor team members to improve their performance, communication, and problem-solving skills.
• Identify opportunities to improve processes, reduce service failures, and enhance customer retention.
• Handle important customer meetings, service reviews, and business escalations when required.

Skills

Leadership

Communication

Problem solving

Time management

Team coaching

Customer focus

Cross-functional collaboration

Education

Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, or related field

Logistics knowledge

Job description

We are looking for an experienced and customer-focused Customer Service Manager to lead our customer service team within the logistics industry. The successful candidate will be responsible for managing customer relationships, overseeing daily customer service operations, resolving service issues, and ensuring a high level of customer satisfaction.

The ideal candidate should have strong communication and leadership skills, a good understanding of logistics operations, and the ability to work in a fast-paced environment.

Key Responsibilities

• Lead, manage, and develop the Customer Service team to achieve departmental objectives and service standards.
• Oversee daily customer service operations, ensuring timely and accurate responses to customer enquiries and requests.
• Maintain strong relationships with key customers and act as the escalation point for complex service issues.
• Monitor shipment status, delivery performance, customer complaints, and service recovery.
• Coordinate closely with Operations, Warehouse, Transport, Sales, and other departments to ensure smooth service delivery.
• Investigate customer complaints, identify root causes, and implement corrective and preventive actions.
• Establish and monitor customer service KPIs, SLAs, response times, and customer satisfaction levels.
• Prepare regular reports and provide management with updates on customer service performance and improvement areas.
• Develop and implement procedures to improve customer experience and operational efficiency.
• Ensure customer requirements, service commitments, and company policies are consistently met.
• Coach and mentor team members to improve their performance, communication, and problem-solving skills.
• Identify opportunities to improve processes, reduce service failures, and enhance customer retention.
• Handle important customer meetings, service reviews, and business escalations when required.

Requirements

• Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 5–8 years of experience in customer service, preferably within logistics, freight forwarding, transportation, or supply chain industries.
• At least 2–3 years of experience in a supervisory or managerial position.
• Strong understanding of logistics processes such as transportation, warehousing, delivery, freight forwarding, or shipment coordination.
• Excellent communication and interpersonal skills.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Customer-oriented with a strong sense of ownership and accountability.
• Good analytical and reporting skills.
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Experience with logistics or ERP systems will be an advantage.
• Good command of English and Bahasa Malaysia. Additional languages, particularly Mandarin, may be an advantage depending on customer requirements.
• Able to work independently and manage multiple priorities in a fast-paced environment.
• Customer-focused mindset
• Leadership and people management
• Problem-solving and decision-making
• Complaint and escalation management
• Teamwork and cross-functional coordination
• Time management and organizational skills
• Performance and KPI management

What We Offer

• Competitive salary package
• Performance-based incentives
• Career development and advancement opportunities
• Professional and supportive working environment
• Training and development opportunities
• Other benefits according to company policy