Customer Solutions & Customs Coordinator

Hapag-Lloyd; Johor Bahru; On-site; MYR 60,000 - 100,000; Full time

Job summary

Jora Malaysia is seeking a Shipping Customer Solutions & Counter Coordinator to support customer engagement, handle inquiries in the local language, and assist with onboarding and documentation processes.

You will manage customs-related activities, oversee OBL and delivery order processing, and ensure compliance with local regulations, while maintaining records and responding to customer communications.

Qualifications

• University degree, Diploma or equivalent.
• Very good command of written and spoken English.
• Working knowledge of MS Office.
• Able to work well with others and follow guidelines.
• Positive attitude.
• Receptive and be able to grasp new ideas and motivate oneself for personal development.

Responsibilities

• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Manage customs-related activities, acting as the key point of contact for internal and external customs matters, while ensuring compliance with local regulations and communicating updates to stakeholders.
• Handle documentation processes including OBL issuance, amendments, delivery order (DO) processing, container release, and verification of documents in line with agent manuals and local requirements.
• Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
• Perform daily payment postings, monitor cash outstanding, and identify missed collections.
• Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
• Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis for recurring issues.
• Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
• Identify new customer requirements and propose improvements to management.
• Support Sales on customer commitments and service quality delivery.
• Ensure timely and proactive responses to emails and customer communications.
• Maintain blank BL form stationery records in line with process requirements for OBL printing at customer premises.
• Process urgent BL amendments when required.
• Demonstrate proactiveness in responding to daily emails and customer requests.

Skills

English (written/spoken)

MS Office

Teamwork

Guidelines compliance

Positive attitude

Self-motivation

Education

University degree / Diploma or equivalent

Tools

MS Office

Job description

Jora Malaysia is seeking a Shipping Customer Solutions & Counter Coordinator to support customer engagement, handle inquiries in the local language, and assist with onboarding and documentation processes.

You will manage customs-related activities, oversee OBL and delivery order processing, and ensure compliance with local regulations, while maintaining records and responding to customer communications.