Executive, Customer Service (OFR)

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

Job summary

A leading logistics company in Penang is seeking a Customer Service Manager to oversee operations and ensure high-quality service delivery. This role includes managing team performance, handling customer enquiries, recruiting and training staff, and implementing improvement measures. The ideal candidate will have strong organizational skills and experience in customer service management.

Qualifications

• Ability to handle customer enquiries and complaints.
• Experience in managing and supervising staff.
• Strong organizational and planning skills.

Responsibilities

• Manage team operations and delegate duties.
• Ensure high-quality service to customers.
• Recruit staff and provide necessary training.

Job description

Job Description

Main aim is to provide "Total Service" to our valued customers.

To plan, organize, manage, and control resources and activities in the department.

To ensure subordinates attain the desired level of job knowledge and are provided with appropriate training/tools to meet the objectives set forth by the customer service department.

Support and coordinate with M&S and OPS.

Delegate duties to corresponding subordinates.

Supervise subordinates and provide necessary training.

Handle customer enquiries and complaints.

Process shipments as per respective SOP.

Handle and follow up on Import/Export shipments for special customers.

Manage on-time performance and the entire supply chain for all customers.

Ensure subordinates prepare and submit daily, weekly, and monthly reports to customers in a timely manner.

Supervise team operations; arrange staff to work overtime as needed to cover sick leave or additional workload.

Identify, suggest, and implement improvement measures for the team.

Ensure the highest quality of service to customers.

Assist Senior Manager in meeting department targets.

Uphold good team spirit; provide opportunities for development of team members.

Recruit staff as needed.

Perform any other job functions delegated by superiors.