This position is responsible for responding to inbound calls, emails and make outbound call as necessary to resolve customer concerns or inquiries. Managing and coordinating pick-ups, deliveries, observing timelines and maintain high customer satisfaction. This individual must have well-rounded computer skills as well as maintain the ability to communicate effectively and professionally with drivers, customers and warehouse personnel.

To answer incoming customer call regarding billing issues, service questions and general client concerns.
To resolve product or service problem by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution within own level of authority and communicate or escalate with concerned parties (i.e. immediate superior, manager, partner, customer, station, other department, etc) to solve and expediting correction or adjustment; following up to ensure resolution or alternatives, within the time limit and records of customer interactions and file documents.
To identify and assess customer's needs to achieve satisfaction.
To Maintain customer and related sub-con records by updating the communication matrix.
To schedule delivery and pick up appointment with our shippers/receivers or reversing cancelled or rejected orders, monitor pick-ups, flight uplift and notify customer when a movement is completed.
To maintain and file all records in accordance with company procedure.
To build sustainable relationships and trust with customers through open and interactive communication.
To work with customer service manager to ensure proper customer service is being delivered.
Represent the Airfreight Export team for billing related meetings with partner, customer, station, other department, etc.

Benefits:

Professional Development

We’re strong believers in continual training and development for our people. After all, your success is our success.

Total Rewards Package

DB Schenker Malaysia provides a Total Rewards Package comprised of competitive wages, comprehensive benefits and reward systems.

Work-life Balance

Our vacation and leave policies reflect our belief in proper work-life balance.

Working Internationally

See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.

Employee Insurance Benefits

We provide comprehensive insurance package including Group Hospitalisation & Surgery (GHS), Group Personal Accident (GPA) & Group Term Life (GTL).

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

To be considered for this position you must have valid rights to work and live in Malaysia

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