Job Description

The 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.

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.

Job Requirements

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Atleast 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.

Skills