Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer - Follow up invalid entries received from the customer or authorized partners (vendors, customers, subcontractors….) - Monitor shipments on regular basis (3PL shipment confirmation, milestones completion etc.) - Alert the customer team pro-actively in case of deviation and propose backup solutions - Integrate manually, in dedicated IT solution, the Transport Request, if necessary - Arrange alternative in case preferred carrier is unavailable - Take corrective actions in case of missing pre-alerts - Receive and control customer bookings according to the processes in place - Check optimizations from optimizer if applicable, propose consolidation options. - Report on data quality - Provide clarifications and/or missing information - Communicate and confirm arrangement to origin Deliver Customer Satisfaction - Manage and supports order management to ensure the best possible service level  - Meets deadlines and ensures completion of customer service tasks within the expected time frames  - Ensure a consistent and pro-active communication flow with the customer  - Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution - Prioritizes, resolves and/or escalates issues to secure the customer’s interest  - Represent Prism internally and externally  - Use the tools and communication to react to customer requests  - Act as single point of contact for the customer  - Identify and record savings (benefits tracking) delivered to the customers.  - Provide his/her expertise in transportation management  - Use of the technologies to be more efficient and work with the CBS Contribute to improve Partners and Vendor performance - Monitor the 3PLs service quality and give feedback to the Operation of Contract manager  - Monitor the good deployment and efficiency of new operational practices with the 3PLs  - Contribute to formalize the SOP  - Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)  - Set up and Monitor corrective action plans in agreement with the 4PL HUB manager Manage operational quality - Receive non-conformities and complaints and log these in a database - Conduct root cause analysis on logged issues - Categorized all non-conformities and complaints using standardized issue codes and reason codes - Capture claims through non-conformities and complaints management process - Assess of potential claims and recommendation to the customer -Assign corrective actions to relevant parties and follow up -Escalate claim to concerned party -Conduct 8D analyses for complex claims -In case of financial damages follow up with 3PL and insurance until financial settlement [Apply now at https://my.hiredly.com/jobs/jobs-malaysia-monroe-consulting-group-malaysia-job-customer-service-executive-logistics-and-supply-chain] ; Requirements:- Requirements - Experience in transport management / freight forwarding (air operations) - Proven track record in a similar role, ideally in a Control Tower of 4PL environment - Knowledge in freight forwarding, AOG and oversize cargo will be an advantage - Excellent command of written and spoken English - Must be willing to work on a 24/7 rotational shift - Customer centric mindset Behavioural - Excellent communication  - Team player - Solution finder - Rigorous  - Excellent interpersonal skills - Thoroughness - Organized - Responsive Language - Excellent in written and verbal English