Customer Service Manager (Logistics)

About the role

Titimas Group is an established logistics and shipping group based in Port Klang. We're looking for an experienced Customer Service Manager to lead the department, make operations run better, and give our customers excellent service. You'll report directly to management and have a real say in how our logistics services grow.

Key responsibilities

• Manage the department's Profit & Loss (P&L), reducing operational costs and improving productivity through streamlined processes and policies
• Lead the team in resolving customer concerns and complaints promptly, and develop strategies to improve customer satisfaction
• Set and track KPIs to drive continuous improvement, profitability, shorter lead times, cost-efficient delivery, and fewer losses and damages
• Ensure operations comply with internal policies and industry standards
• Recommend and carry out forward-looking shipping and logistics strategies, staying up to date with market trends and competitor activity
• Evaluate logistics partners and make sure they meet performance expectations, including turnaround time, loss prevention and damage control
• Work with cross-functional teams to improve partner performance, customer service and cost efficiency
• Strengthen relationships with existing clients, identify opportunities for repeat and additional business, and support the commercial team in growing key accounts

About you

• Possess at least a Diploma or Bachelor's Degree in Logistics Management or a related field, or equivalent hands-on experience
• At least 10 years of experience in the shipping and logistics industry
• Proven leadership, with strong coaching and team development skills
• Thorough knowledge of end-to-end logistics operations and cost control
• Strong analytical skills and the ability to design and improve operational workflows
• Excellent interpersonal and organisational skills
• Fluent in English and Bahasa Malaysia; Mandarin is an added advantage
• Sales experience is a plus

Benefits

• Competitive salary package
• Outpatient medical benefits for you, your spouse and your children
• Group health and surgical insurance
• Dental and optical reimbursement
• Annual leave and public holidays above the statutory requirement
• Paid time off
• Earned Wage Access (EWA)
• Company mobile phone and laptop
• Free parking
• Training and professional development opportunities