Senior Customer Service Executive

SNT Global Logistics Sdn. Bhd.; Shah Alam; On-site; MYR 33,000 - 61,000; Full time

Job summary

SNT Global Logistics Sdn. Bhd. is seeking a Customer Service Executive to manage service activities for e-commerce and B2B clients, ensuring smooth order, shipment and delivery processes.

You will handle enquiries, coordinate with internal operations, and maintain strong client relationships. You will work with warehouse, transport, inventory, fulfilment, and last-mile teams to monitor status, provide updates, resolve issues, and uphold SLAs.

Qualifications

• Diploma/Degree in Business Administration, Logistics, Supply Chain, Customer Service, or related field.
• 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.
• Able to manage multiple customers, accounts, and issues simultaneously.
• Good knowledge of Microsoft Excel and reporting.

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.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Excel

Relationship management

Education

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

Tools

Microsoft Excel

Job description

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Logistics, Freight & Delivery Services 51-100 employees

We are SNT Global, a premier Omnichannel Fulfilment Service Provider in South East Asia that offers Omnichannel Fulfilment services for both online and offline retail businesses. Our fulfilment services are enabled by state-of-the-art technologies to meet the fast changing requirements of New Retail revolution. We offer fully integrated logistics services such as warehousing and fulfilment, cross border management, multi channel integration and customer service, thus providing an end-to-end service for our clients.

We are SNT Global, a premier Omnichannel Fulfilment Service Provider in South East Asia that offers Omnichannel Fulfilment services for both online and offline retail businesses. Our fulfilment services are enabled by state-of-the‑art technologies to meet the fast changing requirements of New Retail revolution. We offer fully integrated logistics services such as warehousing and fulfilment, cross border management, multi channel integration and customer service, thus providing an end‑to‑end service for our clients.

What can I earn as a Customer Service Executive