Operations & Customer Service Officer Job at Cencora (Kuala Lumpur)

Job Responsibility

Manage day‑to‑day operations for time‑critical and specialty air courier import and export shipments
Arrange, coordinate, and monitor flight bookings, air waybills (AWB), and end‑to‑end courier movement
Coordinate with airlines, ground handlers, and last‑mile delivery teams to ensure seamless transit
Handle full customs clearance procedures and documentation, including requirements from Customs, MOH (Ministry of Health), MAQIS, and DVS for regulated and controlled shipments
Ensure all documentation (AWB, CI, PL, permits, etc.) is accurate, compliant, and aligned with air‑cargo, regulatory, and courier standards
Provide real‑time shipment status updates to clients, including flight schedules, delays, and exceptions
Support the Customer Service team by providing accurate operational information, resolving shipment issues, and assisting with client inquiries
Work closely with Customer Service to address service exceptions, complaints, and special handling requests
Meet strict operational cut‑off times, service level agreements (SLAs), and courier itinerary schedules
Communicate effectively with clients, airline partners, freight forwarders, and courier network providers
Support team members to ensure smooth and efficient daily courier operations
Oversee basic warehousing functions, including receiving, sorting, storing, and dispatching shipments
Monitor packaging processes, ensuring shipments are packed according to handling requirements (temperature‑controlled, fragile, high‑value, DG where applicable)
Manage packaging materials and operational supplies, ensuring optimal stock levels and timely replenishment
Track, monitor, and report operational KPIs such as delivery performance, clearance lead time, flight cut‑off compliance, exception management, and customer service support metrics
Perform any additional operational duties as required

Requirements

Strong analytical skills with excellent attention to detail
Ability to work independently and collaboratively in a fast‑paced, time‑sensitive environment
Good communication skills, both written and verbal
Proficient in Microsoft Windows and Microsoft Office applications (Excel, Word, Outlook, PowerPoint)
Familiar with Transport Management Systems (TMS) or other logistics/operational systems
able to learn and adapt to new digital tools quickly
Excellent interpersonal skills when dealing with clients, partners, and internal teams
Ability to multitask and adapt quickly to urgent shipment demands and shifting priorities
Experience in air freight, courier operations, logistics, customer service, or warehousing is an added advantage

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Operations & Customer Service Officer

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