Assistant Manager, Logistics & Customer Service

About the role

The Assistant Manager, Customer Service & Logistics, will play a dual role, overseeing both customer service operations and supporting the logistics function within the company. This position is responsible for ensuring the timely and efficient delivery of goods, resolving customer issues, managing logistics-related customer inquiries, and maintaining seamless communication between the customer service and logistics teams.

This is a full-time role based in Bukit Minyak, Pulau Pinang, supporting the Logistics and Customer Service operations of Bactiguard (South East Asia) Sdn. Bhd., a medtech company.

What you'll be doing

• Team Supervision: Oversee and manage the customer service team, ensuring high standards of service and effective handling of customer inquiries. Assist the SCM department in supervising and mentoring team members.
• Customer Support: Handle customer inquiries, complaints, and issues related to products, services, and logistics, ensuring timely and professional responses.
• Escalation Management: Act as a point of escalation for complex customer service and logistics issues, resolving challenges and ensuring customer satisfaction.
• Order Tracking and Logistics Coordination: Monitor the status of customer orders, deliveries, and shipments to ensure timely and accurate delivery. Coordinate with the logistics team to manage shipments, returns, and exchanges efficiently.
• Inventory Management: Maintain accurate inventory records and ensure proper communication between customer service and logistics teams regarding stock availability and delivery timelines.
• Shipping and Delivery Coordination: Work closely with the warehouse to ensure customers are informed about shipping statuses, delays, or delivery issues.
• Customer Feedback: Gather feedback, monitor satisfaction levels, and propose improvements to products, services, and logistics processes based on customer input.
• Training and Development: Train and mentor customer service staff to equip them with the skills necessary for delivering excellent service.
• Cross-Department Collaboration: Collaborate with the sales, logistics, and customer service teams to ensure smooth communication for order fulfillment, delivery, and post-delivery service.
• Identifying Issues and Process Improvements: Identify inefficiencies or challenges within logistics and customer service functions and suggest process improvements to enhance operational efficiency.
• Reporting and Analysis: Track and analyze performance metrics, such as delivery times, customer satisfaction, response rates, and complaint resolution, providing insights to support business decision-making.
• KPIs and Metrics: Monitor key performance indicators (KPIs) like response time, resolution rates, order accuracy, and delivery lead times to ensure performance targets are met.
• Compliance and Quality Control: Ensure operations comply with company policies, industry standards, and legal requirements. Maintain high-quality service standards across departments.
• Documentation: Manage shipment records, inventory tracking, and related documentation to ensure accuracy and compliance.
• Problem Resolution: Address and resolve discrepancies in orders, shipping, and returns by coordinating with customer service and logistics teams.
• Supplier and Third-Party Logistics Coordination: Liaise with suppliers and third-party logistics providers to coordinate and monitor the transportation of goods.
• Demand Forecasting and Inventory Optimization: Collaborate with the sales team to forecast demand and optimize inventory levels.
• Operational Oversight: Oversee day-to-day logistics operations, including inventory management, order processing, and customer deliveries.

What we're looking for

• Bachelor's degree in supply chain management, Logistics, Business Administration, or a related field (preferred).
• Minimum 7 years of experience in customer service or logistics coordination, ideally with exposure to both areas.
• Familiar with the logistics and supply chain industry, as well as customer service best practices.
• Strong problem-solving and analytical skills, with the ability to identify and address operational challenges.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Proficient in using logistics and customer service management software, ERP systems, and Microsoft Office.
• A proactive and customer-centric mindset, with a commitment to delivering high-quality service.
• Leadership and Team Management: Able to manage and motivate customer service staff while collaborating with logistics teams.
• Problem-Solving and Critical Thinking: Able to handle escalated customer and logistics-related issues and implement solutions quickly and effectively.
• Organizational and Time Management Skills: Excellent organizational skills to manage customer service operations and logistics, with the ability to prioritize tasks and handle multiple projects in a fast-paced, deadline-driven environment.
• Tech-Savvy: Proficiency in customer service software, logistics management tools, and data analysis tools.

What we offer

At BACTIGUARD (SOUTH EAST ASIA) SDN. BHD, we are dedicated to creating a supportive and inclusive work environment that empowers our employees to thrive. We offer competitive remuneration packages, opportunities for professional development, and a range of benefits that prioritize employee wellbeing, such as health insurance, generous leave entitlements, and flexible work arrangements.

About us

BACTIGUARD (SOUTH EAST ASIA) SDN. BHD. is a leading provider of innovative infection prevention solutions in the Southeast Asian market. With a focus on quality, sustainability, and customer satisfaction, we are committed to delivering world-class products and services that contribute to a healthier and safer world.

Apply now to join our dynamic team and be a part of our continued growth and success.