Your new company

Join a leading logistics provider renowned for delivering strategic freight transportation solutions and comprehensive logistics services to diverse industries. With a strong reputation and vast operational scale, the company is rapidly expanding its facilities and service offerings to meet growing business demands, solidifying its position among Malaysia’s top logistics and freight forwarding providers.

As a Freight Customer Service Operations Manager, you will oversee and manage customer service operations for both AOG (Aircraft on Ground) and non-AOG shipments, ensuring exceptional service delivery and operational efficiency. You will act as the key liaison between customers and internal teams, driving process improvements, resolving complex issues, and maintaining compliance with industry standards. Your leadership will be critical in ensuring timely and accurate freight handling, while fostering strong customer relationships and operational excellence.

What you'll need to succeed

• Manage all customer service operations for air freight shipments, including urgent AOG cargo and standard freight.
• Coordinate with airlines, ground handling agents, and internal operations teams to ensure timely cargo movement and avoid delays.
• Track shipments and provide proactive updates to customers, ensuring transparency and trust throughout the process.
• Handle customs clearance and documentation internally, making sure all shipments comply with regulations.
• Resolve operational issues quickly, such as flight delays, cargo disruptions, and urgent customer requests.
• Improve processes and implement SOPs to make operations faster, more efficient, and cost-effective.
• Monitor KPIs and customer feedback, using data to identify trends and drive continuous improvement.
• Lead, train, and mentor your team, ensuring they deliver excellent service and understand air freight requirements.