Senior Customer Service Executive

SNT Global Logistics; Selangor; On-site; MYR 36,000 - 58,000; Full time

Job summary

SNT Global Logistics in Selangor is seeking a proactive Customer Service professional to manage inquiries for e‑commerce and B2B clients, coordinate orders, shipments and returns, and keep delivery timelines on track. You will liaise with warehouse, transport, inventory and last‑mile teams to resolve issues, monitor SLAs, and provide timely updates.

Strong communication and problem‑solving skills are essential.

Qualifications

• Diploma or degree in business, logistics, supply chain or related field.
• 2–4 years of experience in customer service, preferably in e‑commerce, B2B, logistics or fulfilment.
• Strong communication and problem‑solving abilities with attention to detail.
• Good knowledge of Microsoft Excel and reporting.

Responsibilities

• Handle customer enquiries through phone, email, WhatsApp, and other channels.
• Manage e‑commerce and B2B accounts, including orders, shipments, returns and related matters.
• Coordinate with warehouse, transport, inventory, fulfilment and last‑mile teams.
• Monitor shipment and order status and provide timely updates to customers.
• Handle customer complaints and provide solutions within the SLA.
• Manage escalated cases and ensure follow‑up until resolution.

Skills

Communication

Interpersonal skills

Problem-solving

Excel

Education

Diploma/Degree in Business Administration, Logistics, Supply Chain, Customer Service

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Responsible for managing customer service activities for both e-commerce and B2B logistics clients, ensuring smooth order, shipment and delivery processes. The role involves handling customer enquiries, coordinating with internal operations teams, managing escalations, and maintaining strong client relationships.

Key responsibilities

Handle customer enquiries through phone, email, WhatsApp, and other communication channels.

Manage e-commerce and B2B customer accounts, including orders, shipments, deliveries, returns, and other logistics-related matters.

Coordinate with warehouse, transport, inventory, fulfilment, and last-mile teams to ensure smooth operations.

Monitor shipment and order status and provide timely updates to customers and clients.

Handle customer complaints and provide appropriate solutions within the agreed timeline.

Manage escalated cases and ensure proper follow-up until resolution.

Liaise directly with B2B clients, e-commerce sellers, and customers on operational and service-related matters.

Monitor customer service SLA, response time, resolution time, and service performance.

Prepare daily, weekly, and monthly reports on customer enquiries, complaints, orders, delivery issues, and service performance.

Follow up on failed deliveries, missing/damaged parcels, returns, order discrepancies, and other operational issues.

About you

Diploma/Degree in Business Administration, Logistics, Supply Chain, Customer Service, or related field.

Minimum 2–4 years of experience in customer service, preferably within e-commerce, B2B, logistics, 3PL, fulfilment, or supply chain.

Good understanding of logistics, order fulfilment, warehousing, transportation, and delivery processes.

Strong communication and interpersonal skills.

Good customer handling and problem-solving skills.

Able to manage multiple customers, accounts, and issues simultaneously.

Good knowledge of Microsoft Excel and reporting.

Able to work independently and coordinate effectively with different departments.

Strong follow-up skills with good attention to detail.

Able to work under pressure and meet customer service KPIs and SLA requirements.