Customer Service & Documentation Manager

We’re looking for an experienced shipping professional to take on the role of Customer Service & Documentation Manager in our Malaysia office. This role will lead a team managing the full scope of customer bookings, export/import documentation, and delivery processes. The ideal candidate will ensure high levels of operational accuracy, customer satisfaction, and compliance with shipping regulations and KPIs.

Responsibilities:

• Lead and supervise the Customer Service and Documentation teams to ensure efficient and effective SOP, workflow and compliance.
• Coordinate all customer bookings, vessel schedules, and documentation in alignment with Internally and externally.
• Collaborate closely with Principal, Sales, Finance, Operations to ensure seamless execution.
• Oversee export and import documentation processes including B/L issuance, manifest submission, and invoice generation.
• Ensure timely response to customer inquiries and proactive communication regarding shipment and transshipment updates.
• Promote and monitor usage of the E-Commerce platform for bookings and documentation.
• Develop and improve internal SOPs to enhance service quality and operational turnaround time.
• Manage regulatory submissions including customs declarations and compliance with port requirements.
• Monitor KPIs performance metrics, identify gaps, and implement corrective actions as necessary.
• Build and Drive a high performing team, balancing strategy through coaching, mentoring, and performance reviews.

Requirements:

• Bachelor’s Degree in Business Administration, Shipping, Logistics, or related discipline.
• Minimum 8 – 10 years of experience in shipping or logistics, with at least 2 years in a leadership.
• Strong knowledge of shipping documentation, port regulations, and customer booking processes.
• Proficiency in English. Both written and spoken.
• Excellent communication and team management skills.
• Computer literacy with good command of MS Office and shipping software systems.
• Ability to multitask, prioritise workloads, and work under pressure.
• Customer-first mindset and proactive problem-solving approach.