Customer Service

Executive recruitment company, Monroe Consulting Malaysia is partnering with a leading global supply chain organization, providing specialized supply chain solutions worldwide. The company is now looking to hire a Customer Service Executive (Control Tower).

This role plays a key part in ensuring end-to-end supply chain visibility, operational efficiency, and timely execution of shipments for one of the company’s major clients. The role involves daily coordination with customers, carriers, suppliers, and internal teams, while maintaining high service quality and meeting performance and cost targets. 

Job Responsibilities:

Day to Day Operations: 

• Act as the first point of contact for customers, transport providers, suppliers, and other supply chain stakeholders.
• Handle transport requests, related documentation, and data entry into IT systems.
• Manage transport bookings with service providers according to schedules and routings.
• Coordinate spot quotations with service providers when necessary.
• Liaise with shipment origin and destination stakeholders for timely collection and delivery, including pre alert communications.

Supply Chain Visibility & Event Management:

• Monitor and track shipment execution, ensuring all milestones are updated accurately and on time.
• Follow up on missing events and investigate data inconsistencies.
• Ensure all supply chain stakeholders adhere to agreed service levels.

Customer Service & Incident Management: 

• Handle customer requests, supply chain incidents, and disruptions in line with agreed service levels.
• Log incidents, conduct root cause analysis, assign corrective actions, and follow up.
• Support financial claim processes for lost or damaged shipments.
• Provide timely updates to team leads and relevant stakeholders, proposing alternative solutions when deviations occur. 

Performance Improvement & Reporting:

• Monitor transport provider service quality and provide feedback to management teams.
• Support preparation of operational reports, KPI tracking, and review meetings.
• Suggest areas for improvement in processes, policies, or operational practices.
• Support internal projects and other tasks as assigned by management

Job Requirements: 

• Minimum 2 years’ experience in transport management, freight forwarding, or supply chain operations.
• Operational experience in a Control Tower or 4PL environment is preferred.
• Knowledge of Aerospace operations, including AOG and oversize cargo, is an advantage.
• Strong understanding of logistics processes, transport operations, and supply chain visibility.
• Proficient in MS Office (Excel, Word, PowerPoint); experience with freight forwarding IT systems desirable.
• Excellent communication skills in English; additional languages a plus.
• Hands-on, proactive, and capable of working under pressure.
• Willingness to work rotational 24/7 shifts.