Job Description

General

• Develop a thorough understanding of import/export clearance processes and operational procedures.
• Provide high-level operational support to the Operations Director to meet customer needs and fulfill contractual obligations.
• Collaborate with cross-functional teams to ensure all shipments are handled accurately and on time.
• Undertake any ad-hoc tasks as required to support daily operations.

Managerial Tasks

• Act as the first point of contact for onboarding new customers, including coordination, quotation preparation, and handling agent appointment documentation.
• Verify the accuracy of operational claims and oversee proper billing procedures.
• Monitor and manage the renewal schedule of Bank Guarantees (BG) for relevant accounts.
• Track license renewals and new account registrations for both EL Total Logistics Sdn Bhd and EL Marine Services Sdn Bhd.

Operational Tasks

• Import Operations:
• Monitor incoming shipments and update billing promptly, including any additional charges.
• Ensure all import documentation is complete and accurate.
• Record all incoming shipments into the Freight Management System and notify the relevant departments.
• Ensure timely release of EDO and verify the accuracy of payments made to vendors.
• SMK Operations:
• Oversee the completion of K1 declarations, duties payments, and status updates.
• Manage agent appointment status for new customers.
• Export Operations:
• Respond to export-related and Ex-works/FOB import shipment inquiries within 48 hours.
• Prepare accurate quotations using cost breakdowns provided by the export team.
• Cross-check all issued quotations to ensure pricing accuracy and profitability.
• Ensure customer inquiries and shipments are handled promptly, with accurate payments to vendors.
• Accounts:
• Address customer billing inquiries and coordinate with the accounts team to resolve discrepancies.
• Container Operations:
• Ensure all import containers are inspected and Customs clearance is completed within 1–2 days from the discharge date or within the port's free period.

Customer Service

• Respond professionally and promptly to customer inquiries across email, WhatsApp, WeChat, and phone.
• Coordinate with hauliers to ensure timely deliveries.
• Ensure that all customer queries and complaints are responded to and resolved by the appropriate personnel.

Compliance and Risk Management

• Ensure compliance with international shipping regulations, local customs laws, and company policies.
• Manage operational risks including cargo delays, demurrage, detention, or regulatory changes.
• Keep updated on changes in Customs, Maqis, and other authorities to proactively address compliance matters.

Team Leadership

• Oversee the sea freight operations team including daily workflow management, task delegation, and issue resolution.
• Conduct performance reviews, identify training needs, and support the development of team members.
• Support workforce planning and succession planning to ensure team resilience.

KPI and Performance Monitoring

• Define, track, and report key performance indicators such as on-time clearance, billing accuracy, customer satisfaction, and cost efficiency.
• Analyze recurring issues and recommend corrective actions to improve performance outcomes.
• Support audit readiness and documentation of operational performance.

Vendor and Partner Management

• Maintain strong relationships with shipping lines, hauliers, customs brokers, and agents.
• Negotiate service agreements where needed and follow up on vendor service delivery and disputes.
• Evaluate vendor performance regularly and escalate service failures promptly.

Crisis Handling

• Act as the escalation point for urgent operational matters such as shipment delays, port congestion, vendor disputes, or system outages.
• Coordinate resolution efforts with relevant stakeholders and ensure minimal impact to customers.

Digitalization and Process Improvement

• Utilize Freight Management System and related platforms to improve workflow accuracy and traceability.
• Propose digital tools or automation ideas to reduce manual tasks, documentation errors, and inefficiencies.
• Participate in testing or rollout of new digital systems related to operations or compliance.

Other Responsibilities

• Contribute to the ongoing improvement of quality processes in line with the company’s documented Quality Management System (QMS).

Job Requirements

Education & Experience

• Bachelor's Degree, Diploma, or equivalent qualification in Logistics, Supply Chain Management, International Business, Maritime Studies, or a related field.
• Minimum 5–8 years of experience in freight forwarding, shipping, logistics, or customs clearance operations.
• At least 2–3 years of experience in a supervisory or managerial role overseeing sea freight operations.
• Strong knowledge of import/export processes, customs clearance procedures, and international shipping regulations.
• Experience handling both import and export shipments, including FCL, LCL, and project cargo movements.
• Familiarity with Malaysian Customs, MAQIS, port operations, and permit requirements is highly preferred.

Technical Knowledge

• Solid understanding of customs declarations, K1 processes, duty payments, EDO releases, and shipping documentation.
• Proficient in Freight Management Systems (FMS), ERP systems, and Microsoft Office applications, especially Excel.
• Ability to prepare and review quotations, costing structures, and operational billing.
• Knowledge of Incoterms, international trade compliance, and shipping line procedures.
• Experience managing vendor relationships, including shipping lines, hauliers, customs brokers, and overseas agents.

Leadership & Management Skills

• Proven ability to lead, mentor, and develop operational teams.
• Strong decision-making and problem-solving capabilities in a fast-paced logistics environment.
• Experience managing multiple priorities, deadlines, and customer expectations simultaneously.
• Ability to conduct performance reviews and drive continuous improvement initiatives.

Communication & Customer Service

• Excellent verbal and written communication skills in English. Additional languages such as Mandarin or Bahasa Malaysia are an advantage.
• Strong customer service orientation with the ability to manage escalations professionally.
• Comfortable communicating through multiple channels including email, phone, WhatsApp, and WeChat.
• Ability to build and maintain strong relationships with customers, vendors, and government authorities.

Personal Attributes

• Detail-oriented with a high level of accuracy and accountability.
• Strong organizational and time management skills.
• Proactive, resourceful, and able to work independently with minimal supervision.
• Ability to remain calm under pressure and manage operational crises effectively.
• Continuous improvement mindset with an interest in digitalization and process optimization.

Preferred Qualifications

• Customs declaration certification or relevant logistics certifications will be an added advantage.
• Experience implementing operational SOPs, KPI tracking, or Quality Management Systems (QMS).
• Knowledge of digital freight platforms, automation tools, or logistics technology solutions.

Skills