This job is for a Customer Support Team Lead in logistics and transportation, overseeing real-time tracking and customer services.
You might like this job because it involves 24x7 operations and optimizing delivery processes.
Full-Time
Job DescriptionThe Track & Trace cum Customer Support Team Lead 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.
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.
Job RequirementsDiploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
At least 3 - 5 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.
SkillsCustomer Service
Logistics Management
Shipment Coordination#J-18808-Ljbffr