Logistics Customer Service Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a Customer Service Executive to monitor failed deliveries and manage exceptions within a busy logistics environment. You will coordinate with warehousing and operations to ensure timely resolution and accurate record-keeping.

The role requires English proficiency, Excel skills, and the ability to work with CRM systems. Candidates should have at least 1 year of related experience and be prepared to work in shifts as needed.

Qualifications

• 1+ year of experience in logistics, courier, e-commerce customer service, operations support, or related fields preferred.
• Experience in parcel delivery, failed delivery handling, return management, or logistics exception handling advantageous.
• Able to read and write basic English and handle work instructions, tickets, and internal communication in English.
• Proficient in Microsoft Excel and familiar with customer service or operational systems such as CRM.
• Strong judgment and problem-solving skills with timely decisions on delivery exception cases.
• Good analytical skills and ability to identify issues from delivery and turnaround-time data.
• Good communication and coordination skills to work with warehouse, operations, and other teams.
• Willing to work evening or night shifts when required.
• Proactive, detail-oriented, and able to work independently with minimal supervision.

Responsibilities

• Monitor and handle failed delivery parcels and other delivery exceptions daily.
• Review failed delivery cases and assess feasibility of re-delivery; provide clear handling instructions to warehouse and operations teams.
• Follow up on returned parcels and monitor return turnaround time for timely processing.
• Conduct weekly analysis of return shipment performance to identify delays or recurring issues and suggest process improvements.
• Coordinate with warehouse, operations, and upstream teams to resolve parcel exceptions and ensure closure.
• Maintain accurate records and operational data related to failed deliveries, re-delivery cases, and returned parcels.
• Support preparation of relevant operational reports and exception analyses.
• Perform other customer service and logistics-related duties assigned by management.

Skills

Logistics coordination

Customer service

MS Excel

English communication

Tools

CRM systems

Job description

Monitor and handle failed delivery parcels and other delivery exceptions on a daily basis.

Review failed delivery cases, assess whether re-delivery is feasible, and provide clear handling instructions to warehouse and operations teams.

Follow up on returned parcels and monitor return turnaround time to ensure timely processing.

Conduct weekly analysis of return shipment performance, identify delays or recurring issues, and provide insights for process improvement.

Coordinate closely with warehouse, operations, and upstream teams to resolve parcel exceptions and ensure proper follow-through until closure.

Maintain accurate records and operational data related to failed deliveries, re-delivery cases, and returned parcels.

Support the preparation of relevant operational reports and exception analysis.

Perform other customer service and logistics-related duties assigned by management.

Requirements

Minimum 1 year of experience in logistics, courier, e-commerce customer service, operations support, or related fields is preferred.

Experience in parcel delivery, failed delivery handling, return management, or logistics exception handling will be an advantage.

Able to read and write basic English and handle work instructions, tickets, and internal communication in English.

Proficient in Microsoft Excel and familiar with customer service or operational systems such as CRM.

Strong judgment and problem-solving skills, with the ability to make timely decisions on delivery exception cases.

Good analytical skills and ability to identify issues from delivery and turnaround-time data.

Good communication and coordination skills, with the ability to work effectively with warehouse, operations, and other teams.

Willing to work evening or night shifts when required.

Proactive, detail-oriented, and able to work independently with minimal supervision.

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