Supervisor, Sea Freight Export, PEN

DSV Air & Sea (Freight) Sdn. Bhd.; Bayan Lepas; Presencial; MYR 72.000 - 108.000; Jornada completa

Descripción de la vacante

DSV Air & Sea (Freight) Sdn. Bhd. in Bayan Lepas, Malaysia, is seeking a Customer Relationship Manager to develop and manage sea freight export accounts. You will be the primary contact for assigned customers, ensuring service excellence and retention while coordinating with Operations, Customer Service, and Commercial teams.

You will monitor performance, handle inquiries, and drive improvements, identify opportunities for growth, and support renewals with cross-functional teams.

Formación

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related discipline.
• 3–5 years of experience in freight forwarding, logistics, customer service, or account management.
• Experience managing customer relationships within sea freight operations preferred.

Responsabilidades

• Manage assigned General Account customers as primary day-to-day contact.
• Understand customer requirements, operations, and service priorities.
• Coordinate with operations to ensure timely shipment execution.
• Conduct periodic reviews to discuss service performance and improvements.
• Support account growth by identifying opportunities for additional services.
• Collaborate with Operations, Finance, and Sales to align on service delivery.

Conocimientos

Customer focus

Communication

Problem solving

Relationship building

Accountability

Teamwork

Adaptability

Educación

Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or related discipline

Herramientas

CargoWise One (CW1)

Microsoft 365

Operational reporting tools

Descripción del empleo

Responsible for managing and developing customers within the Sea Freight Export business. The role serves as the primary point of contact for assigned customers, ensuring operational excellence, customer satisfaction, service performance, and business retention. The position works closely with Operations, Customer Service, and Commercial teams to coordinate customer requirements, resolve service issues, and identify opportunities to strengthen customer relationships and support business growth.

JOB HIGHLIGHTS

Build and maintain strong relationships with customers through consistent engagement and service excellence.

Coordinate customer requirements across operational teams to ensure smooth shipment execution and customer satisfaction.

Identify opportunities for business retention, service enhancement, and account growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Relationship Management

Manage assigned General Account customers and act as the primary contact for day-to-day account matters.

Understand customer business requirements, operational expectations, and service priorities.

Build and maintain positive customer relationships through regular communication and engagement.

Conduct periodic customer reviews to discuss service performance, opportunities, and improvement initiatives.

Support customer retention through proactive account management.

Account Coordination & Service Management

Coordinate customer requirements with operational teams to ensure timely and accurate shipment execution.

Monitor shipment performance and service levels against agreed customer expectations.

Manage customer inquiries, service requests, and escalations in a timely and professional manner.

Ensure customer SOPs and specific requirements are communicated and implemented effectively.

Facilitate service recovery actions where operational issues occur.

Performance Monitoring

Monitor customer performance indicators, shipment volumes, service trends, and operational compliance.

Review customer feedback and identify areas requiring corrective or preventive actions.

Support continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.

Track service performance and provide regular updates to management and customers where required.

Commercial Support

Support account growth initiatives by identifying opportunities for additional services and solutions.

Assist Sales and Management in customer implementations, renewals, and business development activities.

Monitor customer business trends and communicate potential opportunities or risks to management.

Support quotation follow-up and business retention efforts.

Stakeholder Management

Collaborate closely with Operations, Customer Service, Finance, Transport, Procurement, and other functional teams.

Ensure alignment among stakeholders to meet customer expectations and service commitments.

Coordinate issue resolution and follow-up actions across departments.

Risk & Compliance Management

Identify service risks and customer concerns and elevate them appropriately.

Ensure account activities are conducted in accordance with DSV policies, customer agreements, and operational procedures.

Support audit requirements and compliance initiatives.

Maintain proper documentation and customer records.

Reporting & Analysis

Prepare account performance reports and customer updates where required.

Analyze customer trends, shipment volumes, service issues, and business opportunities.

Provide recommendations to management regarding account performance, risks, and improvement opportunities.

OTHER DUTIES

Support departmental initiatives and projects as assigned.

Participate in customer implementations and operational transition activities.

Contribute to process improvement and standardization efforts.

Adhere to the Code of Conduct policy of the DSV Group.

Perform any other job-related tasks assigned by the superior.

SUPERVISORY RESPONSIBILITIES

Provide guidance and support to team members handling assigned customer accounts.

Monitor task completion and service delivery standards.

Support training, coaching, and development of account management personnel.

Foster collaboration between customer-facing and operational teams.

Promote accountability, customer focus, and continuous improvement within the team.

QUALIFICATIONS

Education and/or Experience

Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, or a related discipline.

Minimum 3–5 years of experience in freight forwarding, logistics, customer service, or account management.

Experience managing customer relationships within sea freight operations is preferred.

Technical Skills

Good understanding of sea freight export operations and freight forwarding processes.

Familiarity with CargoWise One (CW1), Microsoft 365, and operational reporting tools.

Ability to analyze operational and customer performance data.

Understanding of customer SOP management and service performance monitoring.

Customer Focus – Consistently delivers quality service and builds strong customer relationships.

Communication Skills – Communicates clearly and professionally with internal and external stakeholders.

Problem Solving – Identifies issues and implements practical solutions.

Relationship Building – Develops trust and collaboration with customers and stakeholders.

Accountability – Takes ownership of customer matters and follows through on commitments.

Teamwork – Works effectively across functions to achieve customer and business objectives.

Adaptability – Responds positively to changing customer and business requirements.