Executive, Customer Support
Salary undisclosed
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Join F&N, a dynamic Asian conglomerate known for iconic brands like 100PLUS, F&N Fun Flavours, F&N SEASONS, OYOSHI, F&N Magnolia, FARMHOUSE, F&N ICE MOUNTAIN; Condensed and Evaporated Milk under F&N, TEAPOT, Gold Coin, Cap Junjung, IDEAL and CARNATION brands; as well as NONA brand of ketupat and sauces. The Group’s subsidiary, Cocoaland, is also the largest gummy candy producer in Malaysia with its flagship Lot 100 brand. Be a part of our growth journey in food and beverages. Bring your skills in marketing, operations, or strategic management in creating Pure Enjoyment, Pure Goodness moments while embracing innovation and sustainability. Shape the future of consumer goods with us!
What will you be doing?
- Assist in processing sales-related documents such as proforma invoices, credit notes, payment refunds, sales invoices, and other shipment-related documentation.
- Help manage order information for export shipments, including preparing invoices, packing lists, bills of lading, and delivery orders.
- Coordinate with sales and customers on payment statuses, ensuring proper documentation and order release processes.
- Act as a point of contact for customers, addressing inquiries and complaints.
- Support in resolving product quality, delivery, or service issues and escalate complex problems when necessary.
- Maintain records of customer complaints and resolutions.
- Assist in maintaining supporting documents like certificates (e.g., COA, GMO, HACCP) for export and product registration.
- Help manage logistics service providers offering value-added services like stickering and re-packing.
- Collaborate with logistics providers and other departments to ensure timely and efficient delivery of goods.
- Help optimize logistics and supply chain processes to reduce costs and improve timelines.
- Identify areas of improvement in customer support and sales operations processes, suggesting solutions to enhance efficiency.
- Participate in implementing tools or methodologies for better support processes.
- Assist in monitoring key performance indicators (KPIs) such as order accuracy, delivery times, and customer satisfaction.
- Contribute to performance reporting, helping identify successes and areas for improvement.
- Collaborate with team members and provide administrative support as needed.
- Support the Customer Support Manager in leading initiatives and projects.
- Participate in ad-hoc projects or tasks assigned by management and ensure timely completion.
What you bring?
- Academic Qualification: At least a Diploma or Degree in Business Administration, Communications, Management, Supply Chain management.
- Core Skills: Active listening, good communication skill, good customer relationship management, problem solving skill with ability to identifying inefficiencies in sales operations and developing innovative solutions, good leadership and project management skill.
- Experience: At least 3 to 5 years experience in export sales, with a strong understanding of the end-to-end sales process, including order management, documentation, and shipment coordination. The incumbent must at least 2-3 years of experience in customer relationship management, logistics and supply chain management.
- IT Literacy: SAP, MS Office Word, Excel, Outlook and PowerPoint.
- Personality: Detailed-oriented, a proactive problem solver, a resilient and composed person especially when it comes to dealing with escalated customer issues or coordinating between multiple departments.
What we offer?
- Health & Wellness: Health care coverage designed for the mind and body.
- Comprehensive medical, insurance, or social security coverage.
- Engaging activities and recognition programs.
- Strong learning and development plans for your career growth.
- Flexible working arrangements.
- Attractive remuneration, great perks, and performance incentives.
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