Senior Supply Chain Executive

Cavalier Capital Group; Seberang Perai; On-site; MYR 150,000 - 200,000; Full time

Job summary

A logistics service provider is seeking an experienced customer service professional in Penang, Malaysia. The role involves delivering one-stop customer service, managing logistics operations, and liaising with various departments to ensure customer satisfaction. Candidates should possess at least a diploma or degree and have a minimum of 5 years experience in customer service or marketing, alongside proficiency in Microsoft Office. This position offers an opportunity to lead and supervise junior staff while maintaining compliance with company SOP.

Qualifications

• Minimum 5 years of progressive customer service or marketing experience.
• Ability to work effectively to tight deadlines with minimum supervision.

Responsibilities

• Deliver one-stop customer service provider role.
• Liaise and coordinate with departments to meet customers' needs.
• Evaluate and select reliable service providers for logistics operations.
• Generate reports and ensure compliance with SOP.

Skills

Customer service excellence

Logistics operations management

Problem-solving skills

Relationship building

Education

Diploma or Degree in relevant field

Tools

Microsoft Office

Job description

Responsibilities

• Responsible to deliver the role of “one-stop” customer service provider
• Offering customer service elements that are specific to logistics operations including fulfillment, speed, quality and cost.
• Resolving customer's enquiries with accurate clarification.
• Liaise, coordinate and follow up closely with all related departments to ensure customers' expectation are met and all customers' requests are completed agreed.

Collaboration with customers

• Works with clients who have complaints, orders or require information about products/ services purchased.
• Provide solutions to individualized situations and priotize the customer’s needs.
• Update customers on the schedule as arranged and keep customers' updated on the progress of their both inbound and outbound shipments.
• Build positive relationship with customer for customer retention and growth of business.
• Resolve service issues by clarifying customer complaints, determining the cause of the problem and provide the best solution to resolve the issues.

Logistics Operations

• Evaluate and select reliable services provider. Monitor the performance and address any issues to ensure timely and efficient for all shipments.
• Coordinate the entire logistics operations including process customer order, issuing invoice, custom clearance, transportation arrangement, warehousing / receiving of goods and delivery to customers.
• Collect and analyze service issue and carrier quality information and develop clear and concise report included cost saving proposal.
• Monitor incoming & outgoing shipments in a timely manner, including freight forwarding functions such as booking, issuing Delivery Orders, etc. Checking and confirming order status on pick-up and deliveries.
• Analyze freight bills for customer specific required information.

Reporting

• Liaising with customer & functional departments on delivery and generate reports.
• Adhere to escalation procedures and produce situation corrective action.

Training & Supervision

• Manage, coach, train & supervise junior level to ensure compliance to company’s SOP.

(C) KEY REQUIREMENTS & COMPETENCIES

• Possess at least Diploma, Degree or any other equivalent qualification.
• Minimum 5 years of progressive customer service or marketing experience
• Knowledge for Microsoft office
• Ability to work effectively to tight datelines with minimum supervision.