Executive, Customer Operations

DHL Global Forwarding; Subang Jaya; On-site; MYR 39,000 - 78,000; Full time

Job summary

DHL Global Forwarding in Malaysia seeks a detail-oriented logistics professional to deliver high-quality customer service across channels while driving process improvements in ocean freight operations. You will analyze data, coordinate bookings, prepare export documentation, liaise with carriers and customers, and ensure timely, accurate updates to shipments and invoices.

The role requires a Diploma or Degree in Logistics and at least two years of freight-forwarding experience; you must be

Qualifications

• Diploma and/or Degree in Logistics, Transportation, and/or Business Studies with minor in logistics and supply chain.
• Minimum 2 years’ experience in freight forwarding, especially ocean freight.
• Experience dealing with customers is a plus.
• Excellent time management skills and ability to prioritize work.
• Detail-oriented with strong problem-solving and communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Position located in Subang Jaya, USJ 25.

Responsibilities

• Provide “Total Service” to value customers.
• Handle daily operational activities for ocean exports from booking to invoicing.
• Give expert advice on logistics processes and documentation.
• Arrange bookings with carriers and send orders to customers.
• Maintain data accuracy in systems and communications with customers.
• Follow up shipments and ensure timely, proactive updates to stakeholders.
• Maintain carrier and customer relationships and resolve issues.
• Provide shipment quotes and set up shipments as required.
• Propose alternative routing and carrier options to meet customer needs.
• Prepare export declarations and update clients on clearance progress.
• Coordinate movement of shipments between origins and destinations.

Skills

Communication skills

Time management

Problem-solving

Detail-oriented

MS Office

Education

Diploma/degree in logistics or related field

Tools

Microsoft Office

Job description

We are looking for a talent who can ensures efficient and high-quality customer service across all channels while driving continuous process improvements and operational excellence. Analyze operational data, trends, and customer feedback to identify areas for improvement and optimize processes.

Job Responsibilities

• Provide “Total Service” to our value customers.
• Handling all day-to-day operational activities, ocean export shipments from booking, documentation, transportation, custom brokerage until invoicing, completed of shipment files.
• Providing expert advice to clients regarding logistic processes, documentation, or any other shipping questions which may arise.
• Arrange booking and get booking confirmation from allocated carriers with correct service contract use. Be responsible for preparing and sending out orders to our customers, ensuring accuracy and timeliness.
• Maintain high quality service and ensure all data, details are accurate insert in system and to internal/ external customer.
• Be responsible for follow up and complete the assigned shipments, the daily work within the team, sales support, ensure the timely and proactive communication with customers and other related parties, stakeholders.
• Maintain relationships with carriers and customers. Provide exceptional customer service to customers and carriers. Solve customer and carrier problems and help resolve issues.
• Provide shipment quotes for customers and set up shipments as required by customers (when necessary);
• Propose alternative solution, make recommendations regarding transportation, routing, carrier selection and assist to meet customer requirements;
• Preparing and/or processing export declarations, including the required ‘electronic export information’, responsible to update respective clients on the clearance progress;
• Arranging transportation, empty delivery, pick up of cargo from and to exact location; Communicating with all external and internal partners as well as customers to ensure smooth transport arrangement; monitoring to ensure a vendor picks up the cargo or delivers cargo. Planning container within the freetime;
• Operating according to our Standard Operation Procedures; as well Compliance to customer SOPs;
• Preparing and/or processing carrier Bills of Lading, Delivery Orders, legalization of documents or any other shipping documents; Issuing House Bills of Lading or equivalent documents accurate and timeliness;
• Preparing and/or sending advance notifications of shipments or other documents to agents, shippers or consignees as required;
• Preparing and/or ensure invoices are bill to customer, related party;
• Coordinating the movement of shipments between origin and destination;
• Tracking shipments and sending regular status reports to clients; Communicating the shipping status to customers;
• Engage GSC services and fully utilize, report any error in GSC BP Portal system;
• Ensure Billing Task Assign performing on time, COD Payment, COD Collection monitoring;
• Manage vendor performance, recording service failure in monthly vendor management performance report;
• Any other job functions as delegated by his/her superior

Requirements

• Diploma and/or Degree in Logistics, Transportation, and/or Business Studies with minor in logistics and supply chain
• With minimum 2 years’ experience in freight forwarding industry especially in Ocean / Sea freight.
• It will be added advantage if you have previous experience dealing with customers.
• Excellent time management skills and the ability to prioritize work.
• Additional skillsets required: detailed oriented, problem-solving skills, and excellent communication skills (both written and verbal).
• Able to work in a fast pace and challenging environment.
• Proficiency in Microsoft Office (Word, Excel & PowerPoint)
• This position is located in Subang Jaya, USJ 25 .

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

We apologize if you are not contacted. Only shortlisted candidates will be contacted to proceed with pre-screening. Thank you for choosing DHL Global Forwarding as your Employer of Choice.