Customer Service Supervisor
Hogo Shipping (M) Sdn Bhd Klang Full-time
Education & Experience
- Bachelor’s degree in logistics, supply chain management, or a related field.
- Previous experience in customer service, preferably within the freight forwarding or logistics industry.
- Strong organizational skills and attention to detail to manage multiple orders accurately.
- Excellent communication skills for effective client interaction and team coordination.
- Problem-solving abilities to handle exceptions and unexpected issues efficiently.
- Familiarity with freight forwarding software and systems for tracking shipments and managing documentation.
- Proficient in Microsoft Office Suite (Excel, Word, and PowerPoint) for reporting and documentation purposes.
- Ability to work well under pressure and meet tight deadlines.
- Proactive approach to customer service and a commitment to enhancing client satisfaction.
- Strong leadership abilities to guide, train, and motivate team members effectively.
- Order Reception and Demand Confirmation
- Receive and review customer orders accurately
- Confirm key details: port of origin, destination, transport mode, cargo details, and timeline
- Solution Development and Quotation Support
- Coordinate with operations and booking teams on space and rates
- Prepare logistics solutions and assist in quotation
- Follow up with customers on shipment readiness
- Booking and Operations Coordination
- Arrange bookings and issue instructions to the operations team
- Monitor key milestones such as trucking and customs clearance
- Document and File Review
- Ensure accuracy of documents (invoice, packing list, bill of lading)
- Handle special documentation requirements from clients
- Transportation Tracking
- Track shipment status and update customers proactively
- Manage shipment tracking via system or reports
- Exception Handling
- Handle delays, customs issues, documentation errors, or cargo problems
- Coordinate with relevant parties to resolve issues promptly
- Cost Confirmation and Settlement
- Verify costs against quotations and issue invoices
- Follow up on payments and coordinate with finance
- Customer Maintenance and Team Management
- Maintain strong client relationships and handle complaints
- Improve customer satisfaction through proactive service
- Supervise team members, assign tasks, and train new staff
- Annual Leave
- Medical and Hospitalisation Leave
- EPF
- SOCSO
- EIS
- Training Provided
- Performance Bonus
- Company Trip
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