Executive, Customer Operations

Deutsche Post; Subang Jaya; On-site; MYR 48,000 - 72,000; Full time

Job summary

DHL Global Forwarding in Malaysia is seeking a proactive logistics specialist to ensure efficient and high-quality customer service across all channels while driving continuous process improvements and operational excellence. You will analyze operational data, trends, and customer feedback to identify areas for improvement and optimize processes.

The role focuses on ocean export shipments, carrier coordination, and timely communication with customers and stakeholders to maintain high service

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/Sea freight.
• Excellent time management and ability to prioritize.
• Proficient in Microsoft Office.
• Able to work in a fast-paced environment.

Responsibilities

• Provide total service to our value customers.
• Oversee day-to-day ocean export shipments from booking to invoicing.
• Advise clients on logistics processes and shipping questions.
• Arrange bookings with carriers and ensure accurate, timely orders.
• Maintain accurate data in the system and communicate with customers.
• Follow up shipments and support sales with proactive communication.
• Maintain carrier and customer relationships and resolve issues.
• Prepare/export declarations and related documents.
• Coordinate movement of shipments and track status for clients.
• Engage GSC services and monitor portal data.
• Ensure billing tasks are completed on time; COD monitoring.
• Manage vendor performance and report monthly.
• Other duties as assigned.

Skills

Customer service

Time management

Communication skills

Problem solving

Attention to detail

Education

Diploma/Degree in Logistics, Transportation, and/or Business Studies

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

We are expecting the incumbent to meet these 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.