Logistics Customer Service Executive

About the Role

We are looking for a detail-oriented Logistics Customer Service Executive to support our delivery exception management operations. This role focuses on failed delivery cases, re-delivery coordination, return shipment monitoring, and cross-functional follow-up. The role also involves regular communication with China-based teams, so the ability to communicate in Mandarin is important for daily collaboration.

Key Responsibilities

• Monitor and handle failed delivery parcels and other delivery exceptions on a daily basis.
• Review failed delivery cases, assess whether re-delivery is feasible, and provide clear handling instructions to warehouse and operations teams.
• Follow up on returned parcels and monitor return turnaround time to ensure timely processing.
• Conduct weekly analysis of return shipment performance, identify delays or recurring issues, and provide insights for process improvement.
• Coordinate closely with warehouse, operations, and upstream teams to resolve parcel exceptions and ensure proper follow-through until closure.
• Maintain accurate records and operational data related to failed deliveries, re-delivery cases, and returned parcels.
• Support the preparation of relevant operational reports and exception analysis.
• Perform other customer service and logistics-related duties assigned by management.

Requirements

• Minimum 1 year of experience in logistics, courier, e-commerce customer service, operations support, or related fields is preferred.
• Experience in parcel delivery, failed delivery handling, return management, or logistics exception handling will be an advantage.
• Able to read and write basic English and handle work instructions, tickets, and internal communication in English.
• Able to communicate effectively in Mandarin, as the role requires regular coordination with China-based teams.
• Proficient in Microsoft Excel and familiar with customer service or operational systems such as CRM.
• Strong judgment and problem-solving skills, with the ability to make timely decisions on delivery exception cases.
• Good analytical skills and ability to identify issues from delivery and turnaround-time data.
• Good communication and coordination skills, with the ability to work effectively with warehouse, operations, and other teams.
• Willing to work evening or night shifts when required.
• Proactive, detail-oriented, and able to work independently with minimal supervision.

Pay: RM3,500.00 - RM5,000.00 per month

Language:

• English (Required)
• Mandarin (Required)

Work Location: In person