(Shipping)Customer Solutions & Counter Coordinator

Hapag-Lloyd; Johor Bahru; On-site; MYR 60,000 - 100,000; Full time

Job summary

Jora Malaysia is seeking a Shipping Customer Solutions & Counter Coordinator to support customer engagement, handle inquiries in the local language, and assist with onboarding and documentation processes.

You will manage customs-related activities, oversee OBL and delivery order processing, and ensure compliance with local regulations, while maintaining records and responding to customer communications.

Qualifications

• University degree, Diploma or equivalent.
• Very good command of written and spoken English.
• Working knowledge of MS Office.
• Able to work well with others and follow guidelines.
• Positive attitude.
• Receptive and be able to grasp new ideas and motivate oneself for personal development.

Responsibilities

• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Manage customs-related activities, acting as the key point of contact for internal and external customs matters, while ensuring compliance with local regulations and communicating updates to stakeholders.
• Handle documentation processes including OBL issuance, amendments, delivery order (DO) processing, container release, and verification of documents in line with agent manuals and local requirements.
• Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
• Perform daily payment postings, monitor cash outstanding, and identify missed collections.
• Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
• Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis for recurring issues.
• Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
• Identify new customer requirements and propose improvements to management.
• Support Sales on customer commitments and service quality delivery.
• Ensure timely and proactive responses to emails and customer communications.
• Maintain blank BL form stationery records in line with process requirements for OBL printing at customer premises.
• Process urgent BL amendments when required.
• Demonstrate proactiveness in responding to daily emails and customer requests.

Skills

English (written/spoken)

MS Office

Teamwork

Guidelines compliance

Positive attitude

Self-motivation

Education

University degree / Diploma or equivalent

Tools

MS Office

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.

(Shipping)Customer Solutions & Counter Coordinator

Function and duties

• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Manage customs-related activities, acting as the key point of contact for internal and external customs matters, while ensuring compliance with local regulations and communicating updates to stakeholders.
• Handle documentation processes including OBL issuance, amendments, delivery order (DO) processing, container release, and verification of documents in line with agent manuals and local requirements.
• Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
• Perform daily payment postings, monitor cash outstanding, and identify missed collections.
• Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
• Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis for recurring issues.
• Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
• Identify new customer requirements and propose improvements to management.
• Support Sales on customer commitments and service quality delivery.
• Ensure timely and proactive responses to emails and customer communications.
• Maintain blank BL form stationery records in line with process requirements for OBL printing at customer premises.
• Process urgent BL amendments when required.
• Demonstrate proactiveness in responding to daily emails and customer requests.

Qualifications and Technical Job Requirements

• University degree, Diploma or equivalent
• Very good command of written and spoken English
• Working knowledge of MS Office
• Able to work well with others and follow guidelines
• Positive attitude
• Receptive and be able to grasp new ideas and motivate one’s self for personal development