Customer Service Operations Manager

Monroe Consulting Group Malaysia, an executive recruitment firm is partnering with an international 4PL logistics and supply chains company to hire a Customer Service Operations 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.

Team Management

• Provide support to the team during escalations, clarify uncertainties, guide appropriate behavior and attitude, manage absenteeism and delays, plan for holiday scenarios, and ensure team alignment with customer instructions. Organize coverage during absences or peak periods.
• Handle all escalation cases and deviations (refer to Escalation section).
• Keep the holiday schedule current on the shared platform.

Operational Excellence

• Promote a culture of continuous improvement through weekly team meetings.
• Monitor the daily dashboard to ensure smooth operations.
• Ensure team members fulfill their roles and responsibilities according to customer requirements and company's job profile definitions.
• Promote cross-training and team versatility; implement corrective actions when needed to address skill gaps or performance issues.

Operations

• Make sure all team members are familiar with and follow the defined business processes for both Front and Back Office operations.
• Oversee and control all operational activities including planning, scheduling, and monitoring.
• Guarantee the delivery of contractual service levels in alignment with KPIs. This includes receiving customer requests, ensuring fulfilment according to the contract, and tracking business requirements using monitoring tools and KPI metrics.
• Keep the operational risk analysis up to date, revising it whenever new risks or opportunities arise.
• Address deviations through the established quality process. Use incidents such as complaints, non-conformities, and claims to support continuous improvement.

Quality

• Ensure operations comply with the contractual Quality Plan, particularly in managing complaints and claims.
• Keep the risk management process active and current by updating it when new significant risks are detected.
• Ensure all business processes are properly documented and regularly updated.

Operational Excellence / Continuous Improvement

• Develop and implement efficient office procedures to enhance productivity (e.g., Morning Briefings).
• Continuously assess and improve processes in collaboration with the Supply Chain Engineer
• Identify and pursue opportunities to create value within order management and shipping workflows.
• Manage multiple tasks with accuracy and ensure deadlines are met.
• Set practical short- and long-term objectives and track progress toward achieving them.

Customer Communication

• Prepare for customer meetings in collaboration with team members.
• Depending on the plant, reviews may occur weekly or bi-monthly.
• Address all active topics, including IT issues, operational matters, and special requests. Keep the action list updated.
• Ensure timely receipt of IT feedback.
• Distribute meeting minutes promptly after each session.

Daily 4PL Incoterm Location File Review

• Perform daily crosschecks between Incoterm locations and actual arrival location names.
• Identify discrepancies and contact the 3PL provider to resolve any anomalies.

Customer Escalations & Special Requests

• Analyze and respond to customer escalations, providing root cause analysis and corrective action proposals.
• Manage off-scope customer requests (e.g., extending free time at destination, requesting alternative options with rates).

Management Reporting

• Respond to all management inquiries.
• Provide regular reports on 3PL provider performance, service quality, financials, and hub productivity.

Logistics Service Provider (LSP) Performance Management

• In collaboration with the Steering or 3PL Manager:
• Assist in evaluating and improving LSP performance.
• Lead meetings with LSPs to ensure service level agreements are met, address urgent issues, and relay feedback to the Steering team.
• Develop and track corrective action plans in coordination with Steering.

Complaints & Non-Conformities Handling

• Record complaints and non-conformities in the appropriate tool.
• Forward issues to relevant stakeholders (e.g., LSPs, 4PL, customers).
• Evaluate feedback and challenge 3PLs when root cause or corrective actions are insufficient.
• Share complaint and N/C analysis with the customer.
• Close the complaint/N/C based on customer confirmation, indicating whether it was justified or unjustified

Job Requirements:

• Demonstrated success in a comparable role, particularly in leading teams within an international customer service setting.
• At least 3 years of hands-on experience in transport management or freight forwarding.
• Minimum of 3 years in customer service, including leading monthly operational review meetings with clients.
• Fluent in English. Other languages would be an advantage.
• Experience in people management is an advantage.
• Prior involvement in a 4PL or Control Tower environment is considered a plus.
• Strong educational foundation or equivalent professional experience in fields such as international trade, logistics, or supply chain management.