Customer Service Executive

1. End-to-End Shipment Monitoring

• Monitor ISM shipments from initial shipment requests through pickup, dispatch, and final closure.
• Maintain and update the ISM shipment tracker, including shipment status, aging, responsible person, and next action.
• Identify pending, delayed, overdue, and at-risk shipments.
• Ensure all shipments are tracked and updated throughout the shipment process.

2. Customer and Stakeholder Communication

• Coordinate shipment requirements with customers, Planning, Factory, Transport, and Operations teams.
• Provide timely and accurate shipment status updates to relevant stakeholders.
• Acknowledge urgent shipment requests promptly and ensure immediate communication of critical issues.
• Maintain effective communication to ensure smooth shipment coordination.

3. Shipment Exception Management

• Identify and monitor shipment exceptions, including missing documents, material readiness issues, pickup delays, system issues, and operational constraints.
• Escalate shipment issues to the relevant personnel or departments for timely resolution.
• Maintain an exception log and follow up on outstanding issues until closure.
• Proactively highlight potential shipment delays and delivery risks.

4. Documentation and Data Accuracy

• Verify shipment information, including ISM numbers, quantities, destinations, pickup details, and required documentation.
• Ensure shipment records and tracker information are accurate, complete, and updated promptly.
• Maintain proper documentation for shipment monitoring, reporting, and audit purposes.

5. Daily Reporting and KPI Monitoring

• Prepare and submit daily ISM shipment status reports within the agreed timeline.
• Highlight overdue shipments, urgent requests, critical issues, and potential shipment misses.
• Prepare weekly KPI performance summaries and shipment trend reports.
• Monitor shipment performance against established service-level agreements (SLAs) and KPI targets.
• Recommend improvements to shipment tracking, communication, and exception management processes.
• Diploma or degree in Logistics, Supply Chain Management, Business Administration, Customer Service, or a related field is preferred.
• Relevant experience in customer service, shipment coordination, logistics operations, or supply chain coordination.
• Experience in shipment tracking, logistics documentation, and stakeholder coordination is an advantage.
• Proficient in Microsoft Excel and other Microsoft Office applications.
• Experience with SAP, ERP systems, or shipment tracking systems is an advantage.
• Strong verbal and written communication skills.
• Excellent coordination, follow-up, time management, and problem-solving skills.
• High attention to detail with strong data accuracy and reporting capabilities.
• Able to manage multiple shipments, urgent requests, and competing priorities in a fast-paced environment.
• Proactive in identifying shipment risks and escalating issues promptly.
• Shipment Tracking and Monitoring
• Customer Service and Stakeholder Communication
• Logistics Coordination
• Exception and Escalation Management
• Shipment Documentation
• Microsoft Excel and Data Reporting
• KPI and SLA Monitoring
• Problem-Solving and Follow-Up

Pay: RM2,500.00 - RM2,900.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person