Executive, Customer Service

DHL Global Forwarding; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the logistics sector is seeking a talented individual based in Johor for a role focused on delivering exceptional service in freight forwarding. The successful candidate will manage customer expectations and vendor performance, ensuring compliance and timely communication. This position requires a diploma and relevant experience, making it ideal for driven professionals looking to thrive in a dynamic environment.

Qualifications

• Experience in the freight forwarding industry, especially in road freight (2-3 years).
• Excellent communication skills (both written and verbal).
• Ability to work in a fast-paced and challenging environment.

Responsibilities

• Responsible for achieving customer targets/KPI and expectations.
• Ensure the highest quality of service is provided to customers.
• Manage transport queries & escalations.

Skills

Time Management

Detail-oriented

Problem-solving

Communication Skills

Education

Diploma in any field

Tools

Microsoft Office

Job description

Job Responsibilities:

• Responsible for achieving customer targets/KPI and expectations.
• Ensure the highest quality of service is provided to customers.
• Support and resolve customer escalations in a timely manner.
• Review current vendor contracts & performance, including hauliers, truckers, and warehouse operators.
• Submit VMI monthly reports.
• Monitor & manage vendor costs and performance consistently.
• Request plastic seals from security.
• Meet SG/MY ITR requirements and expectations.
• Monitor ACR updates as per billing requests.
• Monitor KPI (Timestamp) - DCF & PCF.
• Understand & review trucking mapping processes in CW1.
• Provide costs for ad hoc arrangements/additional lanes.
• Run RFQ processes with procurement.
• Manage transport queries & escalations.
• Complete any other work-related duties within the specified timelines.
• Ensure compliance with customer and relevant authority requirements and operating instructions.
• Maintain two-way communication with management.
• Manage, monitor, and ensure proper filing of completed jobs.

Candidate Requirements:

• Diploma in any field.
• 2-3 years’ experience in the freight forwarding industry, especially in road freight.
• Excellent time management skills and ability to prioritize work.
• Additional skills: detail-oriented, problem-solving, and excellent communication skills (both written and verbal).
• Able to work in a fast-paced and challenging environment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• This position is located in Medini Iskandar, Johor.

We apologize if you are not contacted. Only shortlisted candidates will be contacted for pre-screening. Thank you for considering DHL Global Forwarding as your employer of choice.