Logistics, Fulfilment, and Customer Service Coordinator

White Houze Food; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading food company in Malaysia is seeking a Logistics, Fulfilment, and Customer Service Coordinator. The role involves managing order packing and shipping, leading customer service operations, and optimizing fulfillment processes. Candidates should excel in communication, problem-solving, and collaboration with logistics and production teams to ensure smooth operations. This is an excellent opportunity to contribute to a fast-paced environment and improve efficiency in order fulfillment.

Responsibilities

• Manage the packing and shipping of orders across e-commerce platforms.
• Serve as the primary point of contact for customer inquiries and complaints.
• Identify bottlenecks in the fulfillment process and propose solutions.
• Monitor inventory levels for packaging and stationery items.

Job description

Logistics, Fulfilment, and Customer Service Coordinator

Manage the packing and shipping of orders across e-commerce platforms, resellers, and the offline store, ensuring timely and efficient execution.

Oversee the entire order fulfilment workflow, including inventory allocation, packaging, labelling, and shipment documentation.

Track shipments in real time to identify potential delays and proactively communicate with logistics providers to resolve issues.

Coordinate with warehouse and production teams to ensure stock readiness for order fulfilment.

Develop and implement standard operating procedures (SOPs) for packing and shipping to minimize errors and improve consistency.

Customer Service

1. Serve as the primary point of contact for customer inquiries, complaints, and feedback received via email, phone, and social media channels.
2. Investigate and resolve issues related to orders, including incorrect deliveries, product damages, or dissatisfaction.
3. Process refunds, returns, and exchanges promptly, adhering to company policies and maintaining customer trust.
4. Regularly update customers on order statuses, shipment delays, or any changes impacting their orders.
5. Maintain a centralized customer service database to track issues, analyze trends, and generate insights for improvement.

Process Optimization

1. Identify bottlenecks and inefficiencies in the fulfillment process and propose solutions to streamline operations.
2. Develop clear communication protocols with logistics providers to ensure seamless coordination and timely updates.
3. Analyze packaging methods and materials to optimize costs while maintaining product integrity during transit.
4. Collaborate with the Inventory Specialist to ensure adequate stock levels for high-demand products and prevent fulfillment delays.
5. Conduct regular performance reviews of logistics partners and propose changes if service levels do not meet expectations.
6. Monitor inventory levels for packaging and stationery items. Maintain, update and place orders with suppliers when stock reaches par level. Perform quality checks on received goods and report any discrepancies.
7. Maintain records of supplier contacts, pricing, and delivery terms for easy reference.

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