Logistics Customer Service Manager - Lead & Elevate Service

Jobstreet Malaysia; Klang City; On-site; MYR 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Career development opportunities

Training and development opportunities

Supportive working environment

Job summary

Jobstreet Malaysia is seeking an experienced and customer-focused Customer Service Manager to lead our customer service team within the logistics industry.

The successful candidate will manage customer relationships, oversee daily operations, resolve service issues, and ensure a high level of customer satisfaction. You will work cross-functionally with Operations, Warehouse, Transport, and Sales to optimize service delivery and coach team members to improve performance.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 5–8 years of experience in customer service, preferably within logistics, freight forwarding, transportation, or supply chain industries.
• At least 2–3 years of experience in a supervisory or managerial position.
• Strong understanding of logistics processes such as transportation, warehousing, delivery, freight forwarding, or shipment coordination.
• Excellent communication and interpersonal skills.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Customer-oriented with a strong sense of ownership and accountability.
• Good analytical and reporting skills.
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Experience with logistics or ERP systems will be an advantage.
• Good command of English and Bahasa Malaysia. Additional languages, particularly Mandarin, may be an advantage.

Responsibilities

• Lead, manage, and develop the Customer Service team to achieve departmental objectives and service standards.
• Oversee daily customer service operations, ensuring timely and accurate responses to customer enquiries and requests.
• Maintain strong relationships with key customers and act as the escalation point for complex service issues.
• Monitor shipment status, delivery performance, customer complaints, and service recovery.
• Coordinate closely with Operations, Warehouse, Transport, Sales, and other departments to ensure smooth service delivery.
• Investigate customer complaints, identify root causes, and implement corrective and preventive actions.
• Establish and monitor customer service KPIs, SLAs, response times, and customer satisfaction levels.
• Prepare regular reports and provide management with updates on customer service performance and improvement areas.
• Develop and implement procedures to improve customer experience and operational efficiency.
• Ensure customer requirements, service commitments, and company policies are consistently met.
• Coach and mentor team members to improve their performance, communication, and problem-solving skills.
• Identify opportunities to improve processes, reduce service failures, and enhance customer retention.
• Handle important customer meetings, service reviews, and business escalations when required.

Skills

Leadership

Communication

Problem solving

Time management

Team coaching

Customer focus

Cross-functional collaboration

Education

Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, or related field

Logistics knowledge

Job description

Jobstreet Malaysia is seeking an experienced and customer-focused Customer Service Manager to lead our customer service team within the logistics industry.

The successful candidate will manage customer relationships, oversee daily operations, resolve service issues, and ensure a high level of customer satisfaction. You will work cross-functionally with Operations, Warehouse, Transport, and Sales to optimize service delivery and coach team members to improve performance.