Customer Service Executive (Logistics)

Road Logistics Customer Care and Operation Specialist (Night Shift)

Position Description
Organisational Unit : PERSOL Workforce Solutions Malaysia Sdn. Bhd.
Client Background : Logistics & Transportation Solutions Provider
Reporting Line : Customer Service Manager
Location : Penang
Contract Duration : 12 Months

Specific Role Purpose
The Road Logistics Customer Care and Operation Specialist is responsible for ensuring smooth day-to-day logistics operations and delivering excellent customer service throughout the shipment lifecycle. The role serves as the key liaison between customers, shippers, consignees, agents, and internal departments to ensure timely order processing, shipment coordination, issue resolution, and customer satisfaction. The position also supports operational efficiency by maintaining accurate records, providing shipment updates, and driving continuous service improvements.

Responsibilities

• Manage customer orders and shipment bookings to ensure accurate and timely processing.
• Coordinate with operations, warehouse, transportation, billing, and clearance teams to ensure seamless service execution.
• Monitor shipment progress and proactively provide status updates to customers.
• Ensure all customer requirements, delivery schedules, and service commitments are met.
• Handle customer inquiries, complaints, and service issues professionally and resolve them within agreed timelines.
• Escalate critical operational or service-related issues to management when necessary.
• Maintain strong relationships with customers, shippers, consignees, and logistics partners.
• Ensure accurate and up-to-date documentation of customer interactions, shipment records, and service-related activities.
• Prepare operational and customer service reports, including performance tracking and improvement recommendations.
• Monitor service KPIs and support initiatives to improve customer satisfaction and operational performance.
• Collaborate closely with cross-functional teams to deliver a positive customer experience.
• Support continuous improvement initiatives to enhance service quality, operational efficiency, and customer retention.

Essential Skills

• Diploma, Bachelor's Degree, or equivalent qualification in Logistics, Supply Chain Management, Business Administration, Transportation Management, or related disciplines.
• Strong verbal and written communication skills in English and Bahasa Malaysia.
• Proficient in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Strong customer service orientation with excellent interpersonal skills.
• Good problem-solving, coordination, and conflict resolution abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced logistics environment.
• Attention to detail and strong organizational skills.

Experience

• Minimum 1-3 years of experience in customer service, logistics operations, freight forwarding, transportation, or supply chain environments.
• Experience handling shipment coordination, order management, and customer inquiries.
• Familiarity with road transportation operations, logistics documentation, and delivery processes.
• Experience working with internal stakeholders, transport providers, customers, and external agents.
• Knowledge of logistics systems, transportation management systems (TMS), or ERP platforms would be an added advantage.
• Knowledge of logistics systems, transportation management systems (TMS), or ERP platforms would be an added advantage.

Others (If Any)

• Customer-focused mindset with the ability to build and maintain professional relationships.
• Able to work independently while collaborating effectively within a team environment.
• Familiarity with freight forwarding, transportation regulations, and supply chain operations would be advantageous.
• Willingness to support operational requirements and adapt to changing business needs.