Senior Customer Success Lead - Ecommerce & B2B Logistics

SNT Global; Shah Alam; On-site; MYR 60,000 - 85,000; Full time

Job summary

SNT Global is seeking a Senior Customer Service Executive to manage customer service activities for e-commerce and B2B logistics clients. You will oversee orders, shipments, deliveries, returns, and coordinate with internal operations to ensure smooth processes.

Qualifications include a diploma or degree in business or related fields and 2–4 years in customer service within e-commerce, logistics, or supply chain. Strong communication and Excel skills are essential.

Qualifications

• Diploma/Degree in Business Administration, Logistics, Supply Chain, Customer Service, or a 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.

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 excellence

Logistics knowledge

Communication

MS Excel

Multitasking

Education

Diploma/ Degree in Business Administration or related

Job description

SNT Global is seeking a Senior Customer Service Executive to manage customer service activities for e-commerce and B2B logistics clients. You will oversee orders, shipments, deliveries, returns, and coordinate with internal operations to ensure smooth processes.

Qualifications include a diploma or degree in business or related fields and 2–4 years in customer service within e-commerce, logistics, or supply chain. Strong communication and Excel skills are essential.