全职 Customer Service Leader (Warehouse) 工作, 薪水 up to MYR 3,500, TT Freight Group. Sdn. Bhd. Selangor 公司招聘中 - Ricebowl

Key Responsibilities

Team Leadership

• Lead, supervise, and motivate the Customer Service team to achieve departmental KPIs.
• Monitor daily team performance, attendance, productivity, and work quality.
• Conduct coaching, training, and performance evaluations for team members.
• Allocate daily tasks and ensure adequate manpower planning.
• Foster a positive, collaborative, and customer-focused work environment.

Customer Service Operations

• Ensure all customer inquiries via phone, email, WhatsApp, and other communication channels are handled professionally and promptly.
• Monitor order processing to ensure timely and accurate order fulfillment.
• Oversee customer complaints and ensure effective resolution within agreed service levels.
• Handle complex or escalated customer issues and provide appropriate solutions.
• Maintain high customer satisfaction through excellent service delivery.

Order & Delivery Coordination

• Coordinate closely with Warehouse, Operations, Fleet, and Transport teams regarding order fulfillment and delivery schedules.
• Monitor shipment status and proactively update customers on delivery progress.
• Ensure Delivery Orders (DO), invoices, and supporting documents are processed accurately.
• Assist in resolving delivery discrepancies, shortages, damaged goods, and return requests.

Performance Monitoring & Reporting

• Monitor Customer Service KPIs such as:
• Response Time
• Resolution Time
• Customer Satisfaction
• Order Accuracy
• Complaint Resolution Rate
• Prepare daily, weekly, and monthly performance reports.
• Analyze customer feedback and recommend improvement initiatives.

Process Improvement

• Identify service gaps and implement corrective actions.
• Develop and improve SOPs related to customer service operations.
• Work with cross-functional teams to streamline processes and improve operational efficiency.
• Support system enhancements related to ERP, WMS, or CRM systems.

Compliance & Documentation

• Ensure accurate documentation and proper filing of customer records.
• Maintain confidentiality of customer information.
• Ensure compliance with company policies and service standards.
• Support internal audits and quality improvement initiatives.

RequirementsEducation

• Diploma or Bachelor's Degree in Business Administration, Logistics, Supply Chain, Customer Service, or a related field.

Experience

• Minimum 2-4 years of experience in Customer Service.
• At least 1–2 years in a supervisory or leadership role.
• Experience in logistics, freight forwarding, warehousing, or supply chain is an added advantage.

Technical Skills

• Proficient in Microsoft Office (Excel, Word, Outlook).
• Experience using ERP, WMS, CRM, or order management systems.
• Ability to prepare reports and analyze performance data.

Benefits

- EPF

- SOCSO

- EIS

- AL

- PUBLIC HOLIDAY

- REPLACEMENT LEAVE

Pay: RM3,000.00 - RM3,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person