CUSTOMER SERVICE MANAGER

The Customer Service Manager for Cross-Border Logistics is responsible for overseeing the customer service operations related to customs clearance, and cross-border delivery. This role ensures that customers receive exceptional service, their inquiries are handled efficiently, and any issues related to cross-border logistics are resolved promptly. The manager will lead a team of customer service representatives, develop strategies to enhance customer satisfaction, and collaborate with internal and external stakeholders to ensure smooth cross-border operations.

Responsibilities :

1. Team Leadership:

• Recruit, train, and manage a team of customer service representatives
• Set performance goals, provide coaching, and conduct regular performance evaluations.
• Foster a culture of excellence, accountability, and continuous improvement within the team.

2. Customer Service Strategy:

• Develop and implement customer service policies and procedures tailored to organization needs.
• Ensure compliance with international shipping regulations, customs requirements, and trade compliance.
• Monitor and analyse customer service metrics to identify trends and areas for improvement.

3. Customer Interaction:

• Handle escalated customer complaints and complex issues related to cross-border logistics, such as customs delays, documentation errors, or delivery issues.
• Ensure timely and accurate resolution of customer inquiries via phone, email, or chat.
• Maintain strong relationships with key customers and provide personalized support for high-priority accounts.

4. Cross-Border Logistics Expertise:

• Serve as the primary point of contact for customers regarding international shipping, customs clearance, and cross-border delivery processes.
• Stay updated on international trade regulations, customs policies, and shipping requirements.
• Collaborate with logistics partners, carriers, and customs brokers to resolve issues and improve service delivery.

5. Process Improvement:

• Identify and implement process improvements to streamline cross-border logistics operations and enhance customer satisfaction.
• Use customer feedback to drive continuous improvement initiatives.
• Develop and maintain documentation, such as FAQs and guides, to assist customers with cross-border logistics processes.

6. Reporting and Analysis:

• Prepare regular reports on customer service performance, including metrics related to cross-border logistics (e.g., delivery times, customs clearance rates, customer satisfaction scores).
• Analyze data to identify trends, bottlenecks, and opportunities for improvement.
• Present findings and recommendations to senior management.

7. Collaboration:

• Work closely with internal teams, such as operations, sales, and compliance, to ensure seamless cross-border logistics operations.
• Liaise with external partners, including carriers, customs brokers, and government agencies, to resolve issues and improve service delivery.
• Communicate customer feedback to relevant stakeholders to drive product and service improvements.

Qualifications:

• Education: Bachelor’s degree in Logistics, Supply Chain Management, International Business, or a related field. A Master’s degree is a plus.
• Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role. Experience in cross-border logistics, international shipping, or customs clearance is an added advantage

Skills:

• Strong leadership and team management skills.
• In-depth knowledge of international trade regulations, customs processes, and cross-border logistics.
• Excellent communication and interpersonal skills, with the ability to interact with customers and stakeholders from diverse cultural backgrounds.
• Proficiency in customer service software, CRM systems, and logistics management tools.
• Analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Work Environment:

• Office-based with occasional travel to meet with customers, partners, or attend industry events.
• May require working outside standard business hours to address urgent customer issues or manage international time zones.

Salary and Benefits:

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package, including health insurance, dental and optical reimbursement and paid time off.
• Opportunities for professional development and career advancement.

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Job Types: Full-time, Permanent

Pay: RM6,000.00 - RM7,000.00 per month

Benefits:

• Dental insurance
• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Application Deadline: 03/31/2025