Customer Support Executive (Logistics and Supply Chain)

Monroe Consulting Group Malaysia, an executive recruitment firm, is partnering with an international 4PL logistics and supply chains company to hire a Customer Service Executive. This role is responsible for delivering visibility, optimization, and a high level of satisfaction to the company's major accounts. This opportunity is based in Subang Jaya, Selangor.

Job Responsibilities:

1. Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer
   • Follow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors…)
   • Monitor shipments on a regular basis (3PL shipment confirmation, milestones completion, etc.)
   • Alert the customer team proactively in case of deviation and propose backup solutions
   • Integrate manually, in dedicated IT solution, the Transport Request, if necessary
   • Arrange alternative in case preferred carrier is unavailable
   • Take corrective actions in case of missing pre-alerts
   • Receive and control customer bookings according to the processes in place
   • Check optimizations from optimizer if applicable, propose consolidation options.
   • Report on data quality
   • Provide clarifications and/or missing information
   • Communicate & confirm arrangement to origin
2. Deliver Customer Satisfaction
   • Manage and support order management to ensure the best possible service level
   • Meet deadlines and ensure completion of customer service tasks within the expected time frames
   • Ensure a consistent and proactive communication flow with the customer
   • Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
   • Prioritize, resolve and/or escalate issues to secure the customer's interest
   • Represent Prism internally and externally
   • Use the tools and communication to react to customer requests
   • Act as single point of contact for the customer
   • Identify and record savings (benefits tracking) delivered to the customers.
   • Provide expertise in transportation management
   • Use of the technologies to be more efficient and work with the CBS
3. Contribute to improve Partners and Vendor performance
   • Monitor the 3PLs service quality and give feedback to the Operation of Contract manager
   • Monitor the good deployment and efficiency of new operational practices with the 3PLs
   • Contribute to formalize the SOP
   • Provide 1st level of support to the 3PL (operational inquiries, data matters, etc.)
   • Set up and monitor corrective action plans in agreement with the 4PL HUB manager
4. Manage operational quality
   • Receive non-conformities and complaints and log these in a database
   • Conduct root cause analysis on logged issues
   • Categorize all non-conformities & complaints using standardized issue codes and reason codes
   • Capture claims through non-conformities & complaints management process
   • Assess potential claims and make recommendations to the customer
   • Assign corrective actions to relevant parties and follow up
   • Escalate claims to the concerned party
   • Conduct 8D analyses for complex claims
   • In case of financial damages, follow up with 3PL and insurance until financial settlement
5. Operate spot quotations
   • Define requirements
   • Get spot quotation from the 3PL's panel
   • Select provider
   • Maintain spot quotation database/matrix

Job Requirements:

• Experience in transport management / freight forwarding (air operations)
• Proven track record in a similar role, ideally in a Control Tower of 4PL environment
• Knowledge in freight forwarding, AOG and oversize cargo will be an advantage
• Excellent command of written and spoken English
• Must be willing to work on a 24/7 rotational shift
• Customer-centric mindset
• Excellent communication skills
• Team player
• Solution finder
• Rigorous
• Excellent interpersonal skills
• Thoroughness
• Organized
• Responsive
• Excellent in written and verbal English