CUSTOMER SERVICE EXECUTIVE 客户服务专员

About See Hup:

Founded in 1948 in Butterworth and Northern Peninsular Malaysia, See Hup is a company in Bursa Malaysia providing integrated logistics solutions, including freight forwarding, air freight, sea freight, cross-border transport, haulage, and warehousing. With over 70 years of experience, See Hup leverages advanced technology to deliver trusted, cost-efficient, and reliable end-to-end logistics services with full visibility and on-time performance.

What We Offer

• Performance Bonus (individual & company performance based)
• Medical and insurance benefits
• Career growth opportunities in a Bursa-listed logistics company
• Comprehensive training and development programs
• Annual leave and statutory benefits
• Exposure to diverse logistics operations and international clients
• Professional work environment with experienced team
• We recognize 15 public holidays per year

Role Overview

The Customer Service Executive will coordinate customer service support activities, handle enquiries, provide shipment updates, and ensure smooth logistics operations. This role involves preparing shipping documents, coordinating with internal and external customers, resolving issues promptly, and maintaining strong relationships with clients, service providers, and vendors while meeting KPI standards.

Key Responsibilities

1. Customer Service & Communication

• Coordinate customer service support activities, handle customer enquiries and provide shipment updates, and respond promptly to incoming calls, emails, and correspondence from both internal and external customers

2. Documentation & Coordination

• Prepare and check shipping documents, arrange schedule planning, and coordinate with internal and external customers to ensure smooth logistics operations while maintaining all customers' standard operating procedures

3. Problem Resolution & Relationship Management

• Handle complaints, troubleshoot issues and provide timely solutions, escalate problems to Management when necessary, and contribute to maintaining good relationships with Clients, Service Providers & Vendors

4. Analysis & Administrative Support

• Analyse shipping rates and procurement costs to optimize efficiency, prepare and compile reports as required by Management, conduct tele-marketing activities for existing customers, and perform day-to-day administrative, coordination and service support duties including ad-hoc tasks to meet Company's objectives while ensuring KPI standards are met

What You'll Need

Must Have:

• At least 2-3 years of working experience in logistics, freight forwarding, customer service or related field (Fresh graduates are encouraged to apply)
• Diploma or Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, Customer Services in logistics or equivalent
• Proficiency in MS Office and computer literacy
• Strong Mandarin (中文) communication skills, both written and spoken, complemented by proficiency in English and Bahasa Malaysia. "We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
• Good communication skills, spontaneous and self-motivated
• Positive working attitude and able to perform multi-tasking
• Effective interpersonal skills with proven abilities to listen, comprehend, and communicate clearly to obtain positive results
• Candidate is willing to work in Bayan Lepas, Penang Island

Good to Have:

• Basic knowledge of import/export procedures and shipping documentation
• Experience with logistics and import / export operations
• Understanding of customs regulations and compliance requirements
• Familiarity with logistics software or systems

Deliverables

• Timely and accurate customer service support and shipment updates
• Complete and error-free shipping documentation
• Achievement of KPI standards and performance targets
• Prompt resolution of customer complaints and issues
• Strong relationships with clients, service providers, and vendors
• Regular reports and analysis on shipping rates and costs
• Up-to-date standard operating procedures
• Successful tele-marketing activities and customer retention