Operations Executive (Airfreight)

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To deliver Best in Class customer service experience to both internal and external customers.

• To manage customer’s enquiries, escalations and complaints on a daily basis.
• To follow-up with agents for shipment status updates on a daily basis.
• To perform POD updates for delivered consignments for both domestic and international deliveries.
• To prepare report and submit to key customers.
• To prepare KPI report for submission to customers as and when required.
• All other related matters and required by the company from time to time.

Product Support

To support product development to ensure company’s value proposition is meeting the requirements of customers.

• Provides input on potential product opportunities through identifying new developments within the customers or competitors.
• Supports the Sales & Marketing team in products’ costing.
• Works with external partners for competitive costing that will maximize the company’s profitability.
• Manages external partners’ performance.
• Supports the introduction of new products.

Relationship Management

To ensure we develop and maintain internal and external customers through building lasting relationships.

• Forms professional and appropriate relationships with key customers.
• Ensures correct levels of Senior Management are in contact with the most relevant management level within the key customers organisation.
• Monitors the development of customer relationships.
• Ensures all customers are kept up to date with relevant company information.
• Establishes appropriate relationships and communicates with other relevant functional areas.

Process Management & Implementation

To follow and comply with customer service processes, policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer expectations.

• Ensures all KPI targets assigned are met consistently.
• Ensures compliance of new and existing customer service structures, policies and processes.
• Ensures continuous improvement in customer experiences through supporting the deployment of best practice processes.
• Works with cross-functional colleagues to ensure all customers and related functional processes are consistently applied to improve the customer experience.
• Ensures all coordination and planning activities involving customers are attended to and planned accordingly.
• Actively manages the performance of customers through the effective compliance of customer service policies, accompanied by local corrective action planning against depot performance results.

Job Requirements:

• Diploma/Degree.
• 1-2 years of related experience.
• Familiar with handling customer calls and complaint management.
• Professional communication capability, both internally and externally.
• Fluent in English and local language.
• Possess positive attitude and always has customer on top of mind.
• Organizational awareness (structure and products).

How do your skills match this job?

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as an Operations Executive?
• Do you have customer service experience?
• Do you have freight forwarding experience?
• How much notice are you required to give your current employer?
• How many years' experience do you have as an Import Airfreight Operator?
• How many years' experience do you have in a procurement role?

TVS Supply Chain Solutions (TVS SCS) has over 100 years of experience addressing supply chain challenges for international organisations, government departments, large and medium-sized businesses through our fully integrated service offerings. We provide a range of supply chain services from Integrated Supply Chain Solutions to Global Forwarding and Last Mile Solutions tailored to our customers’ needs.

TVS SCS has grown organically and through strategic acquisitions to become a fully integrated global supply chain provider with over 18,000 dedicated employees.