Senior Executive Customer Service & Sales Support

Sin-Kung Logistics; Selangor; On-site; MYR 50,000 - 70,000; Full time

Job summary

A logistics company in Malaysia is seeking a Senior Executive for Customer Service & Sales Support. This role involves managing customer inquiries, supporting sales teams, and ensuring high service levels in logistics operations. The ideal candidate will have a diploma or degree related to logistics and 3–5 years of relevant experience, along with strong communication and problem-solving skills. Responsibilities include handling customer issues, providing operational support, and generating performance reports.

Qualifications

• Minimum 3–5 years of experience in logistics, freight forwarding, customer service, or sales support.

Responsibilities

• Handle daily customer inquiries via phone, email, and customer portals.
• Provide accurate information on shipment status and delivery schedules.
• Manage and resolve customer issues and complaints promptly.
• Coordinate with internal teams for timely customer requirements.
• Track and update shipment tracking and system records.
• Provide operational support to the sales team including quotation prep.
• Assist in preparing proposals, presentations, and customer reports.
• Follow up on leads and outstanding quotations.
• Liaise with carriers and vendors to support logistics operations.
• Generate performance reports on customer service and sales support.

Skills

Strong communication and interpersonal skills

Customer-centric mindset

Problem-solving skills

Education

Diploma or Degree in Logistics, Supply Chain, Business Administration

Job description

The Senior Executive, Customer Service & Sales Support will play a key role in managing day-to-day customer inquiries, ensuring high service levels, and supporting the sales team across all Sinkung Logistics business units. This role requires strong communication skills, deep understanding of logistics operations, and the ability to coordinate effectively with internal teams and external stakeholders. The ideal candidate is proactive, detail-oriented, and committed to delivering outstanding customer experience.

DUTIES & RESPONSIBILITIES:

Customer Service

• Handle daily customer inquiries via phone, email, and customer portals with professionalism and urgency.
• Provide accurate information on shipment status, delivery schedules, charges, and service offerings.
• Manage and resolve customer issues, complaints, and service deviations promptly; elevate complex cases where necessary.
• Coordinate with operations, warehouse, transport, and other internal teams to ensure timely execution of customer requirements.
• Monitor and update shipment tracking, documentation, and system records to ensure accuracy.

Sales Support

• Provide administrative and operational support to the sales team, including quotation preparation, rate confirmation, and customer onboarding.
• Assist in preparing proposals, presentations, and customer reports.
• Maintain updated customer profiles, rate sheets, and contract information in the system.
• Follow up on leads, outstanding quotations, and customer feedback to support revenue growth.

Operational Coordination

• Liaise closely with carriers, freight partners, and vendors to support smooth logistics operations.
• Track, trace, and follow up on shipments to proactively communicate delays or operational issues to customers.
• Ensure all required shipping documents are complete, accurate, and compliant with company policies.

Service Improvement and Reporting

• Identify recurring issues and propose process improvements to enhance customer satisfaction and service efficiency.
• Generate daily, weekly, and monthly reports on customer service performance, sales support activities, and shipment updates.
• Support internal audits, SOP updates, and continuous improvement initiatives.

QUALIFICATION

• Diploma or Degree in Logistics, Supply Chain, Business Administration, or related field.
• Minimum 3–5 years of experience in logistics, freight forwarding, customer service, or sales support.

KNOWLEDGE & EXPERIENCE

• Strong communication and interpersonal skills.
• Customer-centric mindset with strong problem-solving skills.