Job description
Dolphin Logistics Supply Chain Management (Malaysia) Sdn Bhd is expanding its customer centric freight forwarding operations in Bandar Bukit Tinggi. We are seeking a proactive, detail oriented and people-focused Customer Service & Documentation Manager to lead a small team responsible for end-to-end freight forwarding excellence. In this role you will combine customer service leadership with hands-on documentation management to ensure accurate, compliant and timely shipments for import and export across multiple lanes.
As the ideal candidate, you will own the customer experience, drive process improvements, and collaborate with operations, carriers and customs brokers to deliver industry-leading service levels. You will manage the preparation and verification of all shipment documents, maintain data integrity in our enterprise systems, and uphold compliance with local regulations and international trade terms. If you thrive in a fast-paced logistics environment and have a passion for people leadership and operational excellence, this is the role for you.
What you’ll do includes leading a team, overseeing documentation (bills of lading, commercial invoices, packing lists, origin certificates), tracking shipments, issuing proactive updates to clients, and resolving escalations with professionalism. You’ll also develop SOPs, monitor KPIs, and contribute to continuous improvement initiatives. We offer a collaborative culture, opportunities for growth, and a competitive package to reward your impact in a dynamic freight forwarding business.
Requirements include a track record in freight forwarding or logistics, strong knowledge of import/export documentation, Incoterms, and customs clearance processes; proficiency with ERP/TMS systems; and excellent communication skills in English (Malay as a plus). This is a Malaysia-based role with potential regional collaboration.
Responsibility
- Lead and manage the Customer Service & Documentation team to ensure timely, accurate, and compliant freight forwarding operations.
- Oversee the preparation and verification of all shipment documentation (bills of lading, commercial invoices, packing lists, origin certificates) to support smooth customs clearance.
- Coordinate with internal operations, carriers, and customs brokers to ensure on-time pickups, handoffs, and deliveries while providing proactive client updates.
- Maintain data integrity across ERP/TMS and other operating systems, including master data management and shipment records.
- Develop and implement SOPs and best practices to improve efficiency, accuracy, and service levels.
- Monitor and report on key performance indicators (KPIs) such as on-time delivery, document accuracy, and customer satisfaction; drive continuous improvement actions.
- Lead, train, and develop the team; manage workload, allocate resources, and handle escalations with professionalism.
Qualification
- Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field (or equivalent experience).
- Proven experience in freight forwarding or logistics customer service and documentation management, with people leadership experience preferred.
- Strong knowledge of import/export documentation, Incoterms, customs clearance processes, and compliance requirements.
- Proficiency with ERP/TMS systems (e.g., CargoWise, SAP, Oracle) and advanced Microsoft Excel skills.
- Excellent communication, problem-solving, and stakeholder management abilities; capable of handling high-pressure environments and client escalations.
- Professional fluency in English; Malay language skills considered an asset.