Customer Service & Logistics Lead

Overview
This role oversees end‑to‑end customer operations and logistics across Malaysia and multiple international markets. The position is responsible for ensuring seamless order‑to‑delivery processes, strong trade compliance, smooth export coordination, and consistent service-level performance aligned with operational KPIs.

Key Responsibilities

• Manage the full order‑to‑delivery cycle
  Oversee order processing, shipping, and delivery to ensure accuracy, timeliness, and a positive customer experience.

• Lead logistics and export execution
  Coordinate with carriers, forwarders, and shipping partners on routing, schedules, customs clearance, regulatory documentation, and HS code requirements.

• Drive operational KPIs and performance metrics
  Monitor OTIF, CFR, and order accuracy, while tracking logistics performance and ensuring continuous service improvement.

• Control freight and shipment costs
  Oversee shipment expenses, support reconciliation processes, and collaborate with Commercial and Finance teams for month-end alignment.

• Resolve customer and shipment issues promptly
  Act as the escalation point for operational challenges, ensuring timely solutions and minimal service disruption.

• Collaborate cross-functionally for stock and launch readiness
  Work closely with Planning, suppliers, 3PL partners, and product launch teams to secure inventory availability.

• Provide effective team and stakeholder leadership
  Guide and develop team members while maintaining strong communication with internal and external stakeholders.

Key Qualifications & Requirements

• Bachelor’s degree in Supply Chain, Logistics, Business, or related field
  Brings foundational knowledge essential for managing complex operations and international logistics.

• Over 7 years of experience in customer operations and logistics
  Preferably from FMCG or commercial environments, with exposure to regional markets.

• Strong export logistics expertise
  Skilled in managing forwarders, carriers, and 3PL partners, with hands-on experience resolving customs or shipment issues.

• Deep understanding of trade compliance and documentation
  Familiar with customs clearance processes, HS codes, tariffs, and import/export documentation requirements.

• Proficient in ERP systems and Excel
  Capable of handling KPI reporting, cost tracking, reconciliations, and maintaining audit-ready operational records.

Why Join This Organization?
You’ll lead a high-impact regional operations function that safeguards service levels, strengthens market performance, and ensures product availability across multiple countries—playing a critical role in supporting business growth and customer satisfaction.