Customer Service Specialist

NEXUS CARGO LOGISTICS SDN. BHD.; Bayan Lepas; On-site; MYR 36,000 - 60,000; Full time

Job summary

Nexus Cargo Logistics Sdn. Bhd. is seeking a Customer Service Specialist in Penang to be the local liaison for Malaysian clients and the HQ team in China.

You will monitor in-transit shipments, manage lead time alerts, handle inquiries and complaints, and ensure delivery records, PODs, and client data are accurate and archive-ready. The role requires strong English/Mandarin communication and proficient MS Office skills.

Qualifications

• Diploma or above; major in Logistics Management, International Trade, Business English, or a related field preferred.
• At least 1 year of experience in customer service or operations within the logistics/freight forwarding industry.
• Excellent written and verbal communication in English and Mandarin.
• Proficient in Microsoft Office; experience with logistics operation systems is a plus.
• Strong service orientation and professional, empathetic communication; able to handle complaints.

Responsibilities

• Customer Window Interface: unify contact for local Malaysian clients and HQ team; verify details and handover.
• In-Transit Shipment Tracking: monitor shipments and provide daily status updates.
• Lead Time Alert & Exception Handling: issue early warnings and coordinate contingency actions.
• Customer Inquiry & Complaint Management: respond professionally and consolidate issues for improvement.
• Delivery Confirmation & POD Management: obtain POD and archive delivery records.
• Client Data Management: maintain client records and tailor service profiles.

Skills

Communication

Customer service

Time management

English-Mandarin

Education

Diploma or higher in Logistics/International Trade

Tools

Microsoft Office

Logistics systems

Job description

Nexus Cargo Logistics Sdn. Bhd., established in 2026, is an integrated logistics service provider specializing in international express delivery, air freight, sea freight, road transportation, and hand-carry services.

Leveraging a digitalized management platform and a team of experienced logistics professionals, we deliver customized supply chain solutions tailored to our clients' unique business requirements. While maintaining a strong focus on international express services, the company has strategically expanded into international air, sea, and land freight operations.

Our comprehensive one-stop logistics solutions cover every stage of the shipping process, including cargo collection, shipment booking, customs declaration, customs clearance, and final-mile delivery. With a commitment to efficiency, reliability, and customer satisfaction, Nexus Cargo Logistics strives to provide seamless logistics services that connect businesses to global markets.

Job Title: Customer Service Specialist
Location: Penang, Malaysia
Grade: P1-P2

Job Responsibilities:

Customer Window Interface: Serve as the unified point of contact for local Malaysian clients and the HQ Customer Service team in China. Receive order instructions, verify pickup/delivery addresses, time-critical requirements, and special notes, ensuring accurate information handover.

In-Transit Shipment Tracking: Monitor real-time shipment status and precisely track every order through the logistics system, airline/shipping line websites, etc. Provide daily in-transit reports to clients and the domestic Customer Service team.

Lead Time Alert & Exception Handling: When a delay risk is identified (e.g., flight cancellation, customs hold, delivery delay), immediately issue an early warning to the Operations Center, domestic Customer Service team, and the client. Assist in activating the contingency plan and follow through until case closure.

Customer Inquiry & Complaint Management: Handle client inquiries and complaints regarding lead times, shipment status, documentation, etc. Respond professionally according to company standards and scripts to ensure customer satisfaction. Consolidate recurring issues to drive process improvement.

Delivery Confirmation & POD Management: After delivery completion, follow up on the confirmation of receipt and POD (Proof of Delivery) retrieval to ensure every shipment has a complete, archive-ready delivery record.

Client Data Management: Maintain the client information ledger, record specific client requirements (e.g., nominated broker, designated delivery time windows), and build client service profiles to support personalized service.

Requirements:

Diploma or above; major in Logistics Management, International Trade, Business English, or a related field is preferred.

At least 1 year of experience in customer service or operations within the logistics/freight forwarding industry. Familiarity with basic international import/export procedures is required.

Excellent written and verbal communication skills in both English and Mandarin are essential for seamless interaction with local clients and the HQ team in China.

Proficient in Microsoft Office; experience with logistics operation systems is a plus.

Strong service orientation with a professional and empathetic communication style (both verbal and written). Emotionally stable and capable of properly handling client complaints and negative feedback.

Highly time-conscious and sensitive to delivery timelines. Able to thrive in a fast-paced environment and manage multiple tasks simultaneously.