Logistics Customer Service Specialist

J&T EXPRESS (MALAYSIA) SDN. BHD.; Shah Alam; On-site; MYR 37,000 - 58,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Sports (e.g. Gym)

Birthday event

Teambuilding

Paternity leave

Job summary

J&T Express (Malaysia) Sdn. Bhd. is seeking a Customer Service Officer to handle customer inquiries and complaints related to parcel delivery.

You will investigate delays or damaged shipments, coordinate with Operations, Branches and Sorting teams, and maintain accurate records using JMS and Excel while delivering excellent service in line with SOPs. The role requires attention to detail, strong communication and problem-solving skills, and willingness to work shifts, including weekends and

Qualifications

• Minimum Diploma or equivalent qualification, preferably in Logistics, Supply Chain Management, Business Administration, Operations Management, or a related field
• Proficient in Microsoft Office, particularly Microsoft Excel and Microsoft Word
• Detail-oriented, responsible, and able to work independently
• Good communication, interpersonal skills and problem-solving skills
• Willing to work shifts, weekends, and public holidays when required
• Experience in logistics, warehouse operations, or quality control is an advantage

Responsibilities

• 1. Handle Customer Inquiries & Complaints: Resolve customer issues on Normal CRM and Ecom CRM platforms following company SOPs.
• 2. Follow Up on Gateway Parcels: Contact Non-Ecom customers when their parcels are stuck at the gateway.
• 3. Coordinate Delivery Solutions: Work with Operations, Branches, and Sorting teams to fix delivery problems quickly.
• 4. Investigate Abnormal Parcels: Track and resolve issues with delayed, damaged, AWBless, and prohibited parcels.
• 5. Register ATS Tickets: Log ATS cases (lost, damaged, or rejected) based on parcel status and last scan.
• 6. Manage AWBless Parcels: Match unlabelled parcels and void expired AWBless records.
• 7. Update Systems & Logs: Keep accurate customer and case records in the JMS System and Excel.
• 8. Prepare Daily Reports: Compile daily work statistical reports to track operational progress.
• 9. Support operation (handle abnormal parcel) whenever needed.

Skills

Detail-oriented

Communication skills

Problem solving

Independence

Education

Diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Job description

J&T Express (Malaysia) Sdn. Bhd. is seeking a Customer Service Officer to handle customer inquiries and complaints related to parcel delivery.

You will investigate delays or damaged shipments, coordinate with Operations, Branches and Sorting teams, and maintain accurate records using JMS and Excel while delivering excellent service in line with SOPs. The role requires attention to detail, strong communication and problem-solving skills, and willingness to work shifts, including weekends and