Manager, Customer Service & Documentation – Malaysia

Emiratesline; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading shipping company in Kuala Lumpur seeks an experienced Customer Service & Documentation Manager to lead teams in managing customer bookings and shipping documentation. The ideal candidate should have 8-10 years of experience in logistics with strong knowledge of customer service, documentation processes, and leadership skills. This role requires a customer-first mindset and the ability to manage high-performance teams in a fast-paced environment.

Qualifications

• 8-10 years of experience in shipping or logistics, with at least 2 years in a leadership role.
• Proficiency in English, both written and spoken.
• Ability to multitask and work under pressure.

Responsibilities

• Lead and supervise the Customer Service and Documentation teams.
• Coordinate customer bookings and documentation processes.
• Oversee export and import documentation.

Skills

Strong knowledge of shipping documentation

Excellent communication skills

Leadership experience

Customer-first mindset

Proactive problem-solving

Education

Bachelor’s Degree in Business Administration, Shipping, Logistics

Tools

MS Office

Shipping software systems

Job description

Overview

We're looking for an experienced shipping professional to take on the role of Customer Service & Documentation Manager in our Malaysia office. This role will lead a team managing the full scope of customer bookings, export/import documentation, and delivery processes. The ideal candidate will ensure high levels of operational accuracy, customer satisfaction, and compliance with shipping regulations and KPIs.

Responsibilities

• Lead and supervise the Customer Service and Documentation teams to ensure efficient and effective SOP, workflow and compliance.
• Coordinate all customer bookings, vessel schedules, and documentation in alignment with Internally and externally.
• Collaborate closely with Principal, Sales, Finance, Operations to ensure seamless execution.
• Oversee export and import documentation processes including B/L issuance, manifest submission, and invoice generation.
• Ensure timely response to customer inquiries and proactive communication regarding shipment and transshipment updates.
• Promote and monitor usage of the E-Commerce platform for bookings and documentation.
• Develop and improve internal SOPs to enhance service quality and operational turnaround time.
• Manage regulatory submissions including customs declarations and compliance with port requirements.
• Monitor KPIs performance metrics, identify gaps, and implement corrective actions as necessary.
• Build and Drive a high performing team, balancing strategy through coaching, mentoring, and performance reviews.

Requirements

• Bachelor’s Degree in Business Administration, Shipping, Logistics, or related discipline.
• Minimum 8 - 10 years of experience in shipping or logistics, with at least 2 years in a leadership.
• Strong knowledge of shipping documentation, port regulations, and customer booking processes.
• Proficiency in English. Both written and spoken.
• Excellent communication and team management skills.
• Computer literacy with good command of MS Office and shipping software systems.
• Ability to multitask, prioritise workloads, and work under pressure.
• Customer-first mindset and proactive problem-solving approach.