Team Leader - 4PL Control Tower

Prism Supply Chain Asia Sdn Bhd; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the logistics sector is seeking a Lead Customer Services Agent to manage a team and ensure customer satisfaction through effective operational workflows. This role requires a proven track record in transport management within the 4PL space and strong leadership capabilities. The successful candidate will oversee customer service tasks, manage client expectations, and contribute to continuous improvement initiatives within the team.

Qualifications

• Proven track record in a similar role, ideally in a 4PL environment.
• Minimum of 3 years of transport management/freight forwarding experience.
• Excellent in verbal and written English.

Responsibilities

• Lead a team of Customer Services agents to ensure performance targets are met.
• Supervise operational workflow to ensure full supply chain visibility.
• Deliver customer satisfaction through effective communication and troubleshooting.

Skills

Transport management

Freight forwarding

Customer service

Team leadership

Continuous improvement

Communication

Job description

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Now part of the logistics division of the CMA CGM Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.

A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contribute to the freight purchasing strategy and provide end-to-end flow management, while seeking to optimize, time to market and reduce the carbon footprint of transport operations

Lead a team of Customer Services agent (Front-Offices, Back-Offices, Billing Auditors…)

• Ensure the targets (performance, quality, cost) are reached by the team who is responsible for
• Lead the team by bringing team spirit, encouraging continuous improvement initiatives
• Coach the team by sharing his/her experience and bringing trust and self-confidence
• Organize the daily team attendance and involvement (hybrid management, back-ups…)
• Alert his/her direct Manager in case of dysfunction internal to the team
• Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix

Supervise and Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer

• Receive and control customer bookings according to the processes in place
• Contribute to the continuous improvements and savings for the customer (optimization, consolidations…)
• ensure the data quality and assign customer booking to a selection of 3PLs
• monitor shipments on regular basis (3PL shipment confirmation, milestones completion, etc.)
• drive corrective actions when required (missing event, missing document etc.)
• monitor delays and deliveries events using the dedicated IT solutions (TMS, collaborative platform, BI…)
• alert the customer team pro-actively in case of deviation and propose alternative solutions
• communicate with internal (regional and overseas) and external organizations
• ensure that all communications generated in the related IT solution (chat, tasks etc.) are handled in a timely manner.
• create the reports and analysis to give a consolidated vision of the flows for a single customer
• track and provide corrective actions for the customer complaints

Deliver Customer Satisfaction

• manage and supports order management to ensure the best possible service level
• meet deadlines and ensure completion of customer service tasks within the expected time frames
• ensure a consistent and pro-active communication flow with the customer
• act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
• prioritizes, resolves and/or escalates issues to secure the customer’s interest
• represent PRISM internally and externally
• Use the tools and communication to react to customer requests
• Act as Single point of contact for the customer
• Report saving initiatives to the dedicated department
• provide his/her expertise in transportation management
• Use of the technologies to be more efficient and work with the Customer Business Solution (I.T representative)

Contribute to improve Partner and Vendor performance

• Monitor the 3PLs service quality and give feedback to the Hub manager
• Monitor the good deployment and efficiency of new operational practices with the 3PLs
• Contribute to formalize the SOP
• Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
• Set up and monitor corrective action plans in agreement with the Hub manager

Others

• Other tasks as assigned by the Manager

Requirements

• Proven track record in a similar role, ideally in a 4PL environment
• Minimum of 3 years of transport management / freight forwarding experience (Air & Sea operations)
• Knowledge in AOG is an added advantage
• Excellent in verbal and written English

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Salary match Number of applicants Skills match

Your application will include the following questions:

What's your expected monthly basic salary? How many years' experience do you have as a manager / team lead? Do you have freight forwarding experience? Are you available for shift work? How much notice are you required to give your current employer?

Manufacturing, Transport & Logistics 101-1,000 employees

PRISM is the new generation 4PL company that helps its customers transform their supply chain, providing them with expert advice and outsourcing the management 3PL partners to deliver competitive and sustainable solutions. PRISM part of the Logistics Division of the CMA CGM Group is a neutral, independent and an ISO 9001 certified organization that integrates and implements the best market solutions.

PRISM is the new generation 4PL company that helps its customers transform their supply chain, providing them with expert advice and outsourcing the management 3PL partners to deliver competitive and sustainable solutions. PRISM part of the Logistics Division of the CMA CGM Group is a neutral, independent and an ISO 9001 certified organization that integrates and implements the best market solutions.