Customer Relations Executive

The Customer Relations Executive plays a crucial role in the logistics industry by providing exceptional customer service and building strong relationships with clients. This role involves addressing customer inquiries, resolving issues, managing customer accounts, and ensuring customer satisfaction. The Customer Relations Executive serves as a key point of contact between the company and its customers, contributing to the overall success and reputation of the organization.

Responsibilities:

1. Serve as the primary point of contact for customers, handling inquiries, requests, and complaints promptly and professionally.
2. Build and maintain positive and long-lasting relationships with customers, demonstrating a deep understanding of their needs and providing personalized solutions.
3. Proactively communicate with customers to provide updates on shipments, delivery schedules, and any potential issues or delays.
4. Collaborate with internal teams, including operations, finance, and warehouse, to ensure seamless coordination and execution of customer requests.
5. Coordinate and monitor the end-to-end order fulfillment process, from order placement to delivery, ensuring accuracy, efficiency, and on-time delivery.
6. Resolve customer issues and complaints effectively, escalating complex matters to the Customer Relations Manager when necessary, and following up to ensure satisfactory resolution.
7. Manage customer accounts, including setting up new accounts, updating customer information, and maintaining accurate records of interactions and transactions.
8. Identify opportunities to upsell or cross-sell additional services or products to existing customers, working closely with the sales team to maximize revenue.
9. Conduct customer satisfaction surveys, gather feedback, and analyze data to identify areas for improvement and implement strategies to enhance customer experience.
10. Stay updated with industry trends, market dynamics, and competitors' activities to provide insights and recommendations for improving customer relations strategies.
11. Ensure compliance with company policies, procedures, and service level agreements (SLAs) in all customer interactions.
12. Collaborate with the Customer Relations Manager to develop and implement customer relations initiatives, programs, and training to enhance customer satisfaction and loyalty.
13. Keep accurate and up-to-date records of customer interactions, transactions, and feedback using CRM software or other relevant tools.
14. Continuously enhance product and industry knowledge to effectively address customer inquiries and provide accurate and relevant information.

Qualifications and Skills:

1. Diploma or Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
2. Proven experience in customer relations, customer service, or a similar role, preferably in the logistics or transportation industry.
3. Excellent interpersonal and communication skills, with the ability to build rapport, listen actively, and communicate effectively with customers from diverse backgrounds.
4. Strong problem-solving and conflict resolution abilities, with a customer-centric approach.
5. Knowledge of logistics operations, including order processing, shipment tracking, and delivery management.
6. Familiarity with CRM software or other customer management tools.
7. Detail-oriented with strong organizational and multitasking skills to handle multiple customer inquiries and requests simultaneously.
8. Ability to work independently and as part of a team, collaborating effectively with cross-functional teams to meet customer needs.
9. Proficiency in computer systems and software applications, including MS Office Suite.
10. Strong time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
11. Adaptability and flexibility to handle changing customer demands and priorities.
12. Positive attitude, empathy, and a genuine commitment to providing excellent customer service.
13. Ability to speak the Malay Language is a requirement for this position.

We would like to inform that only shortlisted candidates will be called for interview.