Customer Service Executive

Customer Service Executive

We are hiring Customer Service Executive to join our team in Shah Alam. 

About the role: 

 Customer Service
•    To provide exclusive service to customers based on their requirement before, during and after a purchase.

•    Serves customers by providing product and service information and resolving product and service problems

Order Management 
•    C4C order processing of sales to customers in Malaysia and Singapore.

•    Support company customer service management. Communicate demand changes in advance to support business in service.
•    Co-ordinate with Sales Personnel /Business Line Managers and Credit Control on credit checks
•    Attend to resellers / customers or any internal enquiries on related customer service matters.
•    Timely C4C order processing and limiting delays in booking line with The Way We Do Things
•    Improve and standardize order processing procedures.
•    Support customer care function by providing proactive Sales Process Management or solution development

Operational Excellence Index (OEI)
•    Maintain master data of Customer Quality Dashboard in SA

•    Work closely with sales personnel in continuous maintenance of updated customer information

Relationship Management
•    Customer retention, assuring quality products, giving timely information, resolving product issues, helping customers find what they need, offering good after-sales service and delivering promise of commitment. •    Improve Customer experience management by increasing respond rate.
•    To capture mindshare, to make our presence felt by customer

Product Improvement
•    Register complaints and give a thought on the registered complaint and then pass on to the desired department with suggestions for improvements. Follow-up complaints entirely until closure

Lead Generation
•    Persuade customers about the worth and benefits of a specified product or service.

Team Building
•    Maintaining good team building and form a link between customers and other departments in a business. Pass on the details, comments, and suggestions of customers to the respective departments. This correlation requires maintaining work relationships within the company and promoting teamwork

Reporting
•    Generate weekly report for order delivery status and back orders, monthly report for closing and yearly report for relationship management analysis.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role. 

Experience Requirements:

•    At least 5 years working experience in business organization (sales, marketing, customer service or logistics)

Knowledge:

•    Proficient in MS Excel, knowledge of ERP (SAP) is essential.
•    Good PC literate knowledge, business intellectual tools, for example PowerBI/Automate will be a plus.
•    Proficient reading, speaking, written in English/Malay.
•    Candidate must have knowledge in Incoterms and Trade Compliance

Educational Requirement

•    Possess at least Degree in Business Administration / Logistics / Supply Chain or equivalent

Personality Requirements:

•    Possess proactive problem-solving skills, customer orientated, multi-tasking, meticulous, proactive planning, resolving conflicts, analyzing information and able to work independently.
•    Knowledge of customer services ethics, principles and procedures
•    Proficiency in administrative and documentation procedures 

In return, we offer

•  Culture of trust and accountability
•  Lifelong learning and career growth
•  Innovation powered by people
•  Comprehensive compensation and benefits
•  Health and well-being

Job location

On-Site

This role requires you to work on-site at our office in Shah Alam, Malaysia. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

Talent Acquisition Jean Yin Chia