Executive, Customer Service

DHL Global Forwarding; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company is seeking a customer service representative in Penang, Malaysia. The ideal candidate will act as the key contact for allocated customers, handle inquiries and complaints, and ensure smooth order processing. Strong communication and problem-solving skills are essential for this role.

Responsibilities

• Acts as key contact for allocated customers.
• Processes orders and informs customers on shipment status.
• Handles customer inquiries and complaints.

Job description

Job Duties

• Acts as key contact for allocated customers
• Accepts and processes orders for handover to Operations
• Stays informed on shipment and exception status for allocated customers
• Proactively informs customer on shipment status and exceptions
• Provides spot quotations and performs up- and cross‑selling on inbound customer calls
• Passes on leads to Sales
• Handles customer inquiries
• Handles customer requests with regard to Go Green topics
• Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
• Acts as first contact point for customer claims for notification and reception of claims and respective document collection
• Develops relationship with allocated customers
• Participates in joint Sales visits if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contract
• Performs up- and cross selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• Escalates issues, if required