The Track and Trace cum Customer Support Executive will play a pivotal role in the logistics and transportation operations, ensuring real-time tracking of shipments and providing exceptional customer support. This position demands round-the-clock availability to meet the dynamic needs of a 24x7 operation.
-Key Responsibilities:-
Monitor and manage advanced shipment tracking systems to provide accurate real-time updates and visibility.
-Establish and maintain consistent communication with carriers, drivers, and other logistics partners to address delays or discrepancies proactively.
-Provide customers with timely, transparent updates on shipment statuses, including unforeseen delays or changes.
-Act as the primary point of contact for customer inquiries, complaints, and escalations, ensuring resolutions are delivered promptly and professionally.
-Analyze and prepare comprehensive tracking and performance reports to identify trends, optimize processes, and minimize delays.
-Coordinate with internal operations and warehouse teams to facilitate seamless handoffs and efficient delivery processes.
-Prepare and oversee customs declarations, ensuring compliance with all regulatory requirements and documentation accuracy.
-Collaborate with customs brokers and agencies to ensure smooth clearance of goods and timely deliveries.
-Stay updated on customs procedures, tariff codes, and export regulations to minimize potential delays or penalties.
-Assist in resolving customs-related issues, such as documentation errors, classification disputes, or clearance delays.
-Support the export division in planning and managing international shipments, including scheduling and coordinating with freight forwarders.
-Maintain accurate and up-to-date logs of customer interactions, shipment histories, and issue resolutions for audit and reporting purposes.
-Support the implementation and enhancement of tracking systems, collaborating with the team lead and IT department to ensure functionality meets operational needs.
-Assist in training new team members on tracking systems, customer service protocols, and operational procedures to maintain high team standards.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-hiredly-x-job-customer-support-executive-ref-id-ar)
; Requirements:-
- Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
-At least 1-2 years of experience. Previous experience in logistics, transportation, or customer service roles is an advantage.
-Excellent communication skills, both written and verbal, in English and Bahasa Malaysia.
-Proficiency in Logistics Management Software, Microsoft D365 and Microsoft Office Suite.
-Strong problem-solving skills and the ability to make decisions under pressure.
-Customer-focused mindset with a commitment to providing exceptional service.
-Flexibility to work in shifts, including nights, weekends, and public holidays.
-Team-oriented attitude with the ability to collaborate effectively.