Customer Service Supervisor - Executive - Forwarding

Swift Integrated Logistics Sdn Bhd; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Job summary

Swift Integrated Logistics Sdn Bhd seeks a Customer Service Supervisor - Executive - Forwarding to strengthen our forwarding team in Malaysia. You will liaise with internal departments to meet customer expectations and ensure all requests are fulfilled professionally.

You will build customer relationships for retention and growth, keep customers updated on schedules and shipments, monitor service levels and present KPI reports, and resolve issues with timely solutions for smooth inbound and

Responsibilities

• Liaise, coordinate and follow up with internal departments (forwarding, haulage, transport, finance) to meet customers' expectations and complete requests as agreed.
• Provide courteous and professional service to all inquiries and requests from customers at all times.
• Build strong relationships with customers for retention and growth of new business.
• Update customers on daily schedules and progress of inbound and outbound shipments.
• Monitor service levels and present KPI reports to customers.
• Resolve service issues by clarifying complaints, identifying the cause, and providing effective solutions.
• Keep customers informed of delays or abnormalities in shipments.
• Track licenses and permits and liaise with government authorities if issues arise.
• Perform ad-hoc tasks as required by management.

Job description

Customer Service Supervisor - Executive - Forwarding

• Liaise, coordinate and follow up closely with all related internal departments such as forwarding, haulage, transport and finance to ensure customers’ expectations are met and all customers’ requests are completed as agreed.
• Provide courteous and professional service to all enquiries and requests for services from customers at all times
• Build positive relationship with customer for customer retention and growth of new business
• Update customers on the daily schedule as arranged and keep customers’ updated on the progress of their both inbound and outbound shipments
• Monitor and ensure agreed service level are met and meeting with customer to KPI reports presentation
• Resolve services issues by clarifying customers’ complaints, determining the cause of the problem and provide the best solution to resolve the issues.
• Keep customers updated should there be any delays or abnormalities to their shipments.
• Keeping track of all licenses and permits, liaise with government authorities shall any issues arise.
• Perform any ad-hoc tasks as and when required by the management.