Operations & Customer Service Officer

Thecorridors; Kuala Lumpur; On-site; MYR 54,000 - 76,000; Full time

Job summary

Thecorridors in Kuala Lumpur seeks a motivated Operations & Customer Service Officer to oversee day-to-day cargo operations and deliver exceptional service to clients. You will coordinate with airlines, handlers, and internal teams to ensure smooth cargo movement and compliant documentation.

Ideal candidates have a relevant degree and at least three years in similar roles, with strong communication, problem-solving, and multitasking abilities in a fast-paced environment.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum three years’ experience in operations and customer service roles within airline cargo or logistics.
• Strong understanding of air cargo operations, including booking procedures, customs regulations, and shipment tracking.
• Excellent communication and interpersonal skills with clients, colleagues, and stakeholders.

Responsibilities

• Manage day-to-day operations including reservations, tracking and tracing of shipments and cargo handling.
• Coordinate with airlines, ground handlers, and other service providers to ensure timely and accurate movement of cargo.
• Handle inquiries and requests from clients regarding shipment status, rates, regulations, and other related matters.
• Provide proactive communication to clients regarding delays, disruptions, or issues affecting shipments and resolve them promptly.
• Process documentation accurately and in compliance with regulatory requirements (air waybills, cargo manifest, etc.).
• Liaise with internal departments such as sales, finance, and warehouse teams to ensure seamless coordination.
• Maintain accurate records of shipments, transactions, and customer interactions using internal systems.
• Monitor KPIs related to operations and customer service and implement corrective actions as needed.
• Stay updated on industry regulations, safety standards, and best practices.

Skills

Operations management

Customer service

Communication

Attention to detail

Multitasking

Problem solving

Education

Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field

Tools

CargoWise

Job description

We are seeking a motivated and detail-oriented Operations & Customer Service Officer to join our team at our Airline Cargo General Sales Agent (GSA). In this role, you will play a crucial part in ensuring the smooth and efficient operation of our cargo services while delivering exceptional customer service to our clients.

Key Responsibilities

• Manage day-to-day operations including reservations, tracking and tracing of shipments and cargo handling.
• Coordinate with airlines, ground handlers, and other service providers to ensure timely and accurate movement of cargo.
• Handle inquiries and requests from clients regarding shipment status, rates, regulations, and other related matters.
• Provide proactive communication to clients regarding any delays, disruptions, or issues affecting their shipments, and work to resolve them promptly.
• Process documentation accurately and in compliance with regulatory requirements, including air waybills, cargo manifest, and other necessary paperwork.
• Liaise with internal departments such as sales, finance, and warehouse teams to ensure seamless coordination and execution of cargo services.
• Maintain accurate records of shipments, transactions, and customer interactions using our internal systems and databases.
• Monitor and report on key performance indicators (KPIs) related to operations and customer service, identifying areas for improvement, and implementing corrective actions as needed.
• Stay updated on industry regulations, safety standards, and best practices to ensure compliance and adherence to industry guidelines.
• Assist in training and onboarding new staff members as required.

Experience & Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum three years’ experience in operations and customer service roles within the airline cargo or logistics industry.
• Strong understanding of air cargo operations, including booking procedures, customs regulations, and shipment tracking processes.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients, colleagues, and stakeholders at all levels.
• Detail-oriented mindset with strong organizational and multitasking abilities.
• Proficiency in Microsoft Office Suite and experience with cargo management systems (e.g., CargoWise, or similar).
• Ability to work effectively under pressure and in a fast-paced environment.
• Strong problem-solving skills and the ability to resolve issues efficiently and effectively.
• Knowledge of industry safety and security regulations preferred.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, as required by operational needs.