Customer Support Executive (Ref ID: AR)

The Track & 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.

- 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.