Mandarin Logistics Customer Success Specialist

Private Advertiser; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Private Advertiser in Kuala Lumpur is seeking a Customer Relationship & Operations Support professional to act as the primary contact for clients, coordinate shipments, and update systems.

You will handle inquiries via phone, email, live chat, and messaging, prepare documentation, and collaborate with warehousing and transport teams to ensure timely cargo movement and service excellence.

Responsibilities

• Serve as the main point of contact for client inquiries via phone, email, live chat, or messaging platforms.
• Provide accurate and timely shipment updates, transit schedules, and delivery tracking information.
• Coordinate with internal departments (warehouse, fleet/transport, customs clearance, and operations) to ensure smooth cargo movement.
• Assist customers with booking creation, documentation (Bills of Lading, Air Waybills, Commercial Invoices, Packing Lists), and shipment setup.
• Proactively identify potential transit delays, damages, or discrepancies and inform customers with practical solutions.
• Investigate customer complaints, service failures, or lost packages, ensuring prompt resolution within established service-level agreements (SLAs).
• Process claims for cargo damage or loss in coordination with insurance representatives and operational supervisors.
• Update and maintain logistics management systems (WMS, TMS, ERP, or CRM) with real-time shipment status data.
• Prepare daily/weekly operational reports, delivery summaries, and performance metrics for management and key clients.
• Ensure all compliance and customs documentation meets regulatory requirements prior to shipment dispatch.
• Gather customer feedback to help identify opportunities for process improvement.
• Collaborate with sales and operations teams to retain key accounts and support service renewals.

Job description

Private Advertiser in Kuala Lumpur is seeking a Customer Relationship & Operations Support professional to act as the primary contact for clients, coordinate shipments, and update systems.

You will handle inquiries via phone, email, live chat, and messaging, prepare documentation, and collaborate with warehousing and transport teams to ensure timely cargo movement and service excellence.