Monroe Consulting Group Malaysia, an executive recruitment firm is partnering with an international 4PL logistics and supply chains company to hire a 4PL Hub Manager. This role is responsible for managing and structuring the 4PL Hub and its Operational Team to deliver to multiple major accounts, multiple customers, visibility, proactivity, reactivity, optimizations and a high level of satisfaction. This opportunity is based in Subang Jaya, Selangor.
Strategic Leadership & Team Management
* Lead, mentor, and develop a high-performing operations team across multiple customer accounts and geographies.
* Define team structure, roles, and responsibilities aligned with business goals and customer expectations.
* Foster a culture of accountability, collaboration, and continuous learning.
* Manage escalations, performance issues, and ensure adequate coverage during holidays or absences.
* Drive employee engagement and retention through coaching, recognition, and career development planning.
Operational Oversight & Execution
* Oversee end-to-end logistics operations including planning, booking, and shipment monitoring to ensure seamless
execution.
* Ensure compliance with customer contracts, service level agreements (SLAs), and key performance indicators (KPIs).
* Implement and enforce standardized processes across the hub to ensure consistency and efficiency.
* Monitor daily dashboards and proactively address deviations or bottlenecks in real-time.
Quality, Compliance & Risk Management
* Ensure all operations adhere to the company's Quality Plan and risk management framework.
* Oversee the logging, investigation, and resolution of customer complaints and non-conformities.
* Conduct root cause analysis and implement corrective/preventive actions (CAPA).
* Maintain up-to-date documentation of business processes and ensure audit readiness.
Customer Relationship Management
* Act as the senior point of contact for key customer accounts, ensuring high satisfaction and trust.
* Lead regular customer reviews (weekly/bi-weekly), presenting performance insights, addressing concerns, and aligning
on improvement plans.
* Manage special customer requests and escalations, ensuring timely resolution and communication.
* Collaborate with IT and other departments to ensure customer systems and tools are functioning optimally.
Continuous Improvement & Operational Excellence
* Champion a culture of continuous improvement through regular process reviews and lean initiatives.
* Identify and implement opportunities for automation, cost savings, and service enhancements.
* Collaborate with supply chain engineers and cross-functional teams to optimize workflows and eliminate inefficiencies.
* Lead initiatives such as morning briefings, performance huddles, and Kaizen events.
Reporting & Business Intelligence
* Provide regular reports on 3PL performance, quality, finance, and productivity.
* Analyze root causes for escalations and propose corrective actions.
* Monitor Incoterm location files and resolve discrepancies
3PL Logistics Provider Performance Management
* Work closely with 3PL/Steering teams to evaluate and enhance LSP performance.
* Lead or participate in 3PL review meetings, ensuring alignment on service levels and corrective actions.
* Monitor and report on 3PL KPIs, escalating issues as needed and driving accountability.
Scope & Change Management
* Identify operational impacts of scope changes and communicate them to leadership.
* Support the integration of new customers, services, or geographies into the 4PL hub.
* Ensure smooth transitions and minimal disruption during organizational or process changes.
Governance & Policy Adherence
* Ensure compliance with company policies, including neutrality, ethics, and quality standards.
* Represent the 4PL Hub in audits, customer visits, and internal governance forums.
Job Requirements:
* 5+ years in transport or freight forwarding.
* 5+ years in customer service with international clients.
* Experience in 4PL or Control Tower environments preferred.
* Team management experience of over 20 staff is a must.
* Background in logistics, supply chain, or international trade.
- Strong leadership and customer service skills.
* Excellent communication (English required; additional languages a plus).
* Proactive, hands-on, and solution-oriented mindset.
* Proficient in MS Office and logistics tools.
* Ability to work under pressure and manage multiple priorities.
