Customer Service Executive

Responsibilities:

• Responsible and oversight of CS activities in the assigned H&R entities

• Lead and manage customer service activities to achieve timely customer orders fulfillment and customer support to the stakeholders

• Assist Sales Manager and Sales Support Manager on the annual customer satisfaction survey

• Maintain interface between Customer, Sales, Transporter, Logistics and Operation in terms of the order management & demand fulfillment process

• Manage and support all customer order management related requirements pre-sales and post sales such as new customer CRM/E1 set-up, etc.

• Develop Delivery Policy on order fulfillment lead-time and recommend logistics providers to achieve lowest logistics cost. Implement annual cost improvements measures to achieve best-in-class rates as directed by Line Managers

• Collates sales demand forecast and order data to develop weekly and monthly delivery plan

• Liaise with Technical team on COA issue and any customer complaint on the quality related issues

• Apply custom form (K1/K2/K8) and Form D, E, etc. when necessary and managed both domestic and oversea sales shipment for documentation preparation and coordination works

• Liaise with other departments, discussing annual company targets, KPIs and agreeing on action plans to be taken with Sales Manager or Sales Support Manager

• Develop and maintain CS operating SOPs in compliance with ISO 9001:2015

• Order taking, delivery arrangement and tracking (change management such as rescheduling, add-on order and order cancellation).

• Oversee the CS activities such as daily processing of customer’s order placement into E1, timely communication to customers on delivery related updates, daily deliveries status and activities, accurate invoicing, etc.

• Assist Sales Manager or Sales Support Manager to achieve customer service KPIs in a timely manner

• Support Logistics team in term of annual logistics provider’s performance and costs with Technical team (Purchasing) to derive the lowest delivery route/ mode option at to customers in a timely manner

• Update the Weekly Stock status and Weekly Receipts File

• Assist Purchasing and Planning department for the Production and Inventory monitoring

• Assist and managed SI, B/L, packing list, DO, marine insurance purchase and other related documents for import and export cargoes such as raw materials and finished goods.

• Compile and update the Customer Service SOP, policies, and standards as per ISO 9001:2015 guideline

• Monitor and assist Sales Manager, Sales Support Manager for the customer payment and collection

• Develop customer satisfaction goals and coordinate with the Sales/Logistics team to meet them on a steady basis.

• Maintain accurate records and document all customer service activities and discussions.

• Compile service statistics and prepare detailed reports on delivery, also key-in any customer compliant into FMIS.

• Follow up on customer feedback/ FMIS closure.

• Undertake any additional assignment as may be directed by Sales Manager or Sales Support Manager

Requirements:

• Good Command of English/ Bahasa Malaysia

• Good computer skills

• Experience in CS and or logistics field

• Good diagnostic and problem solving

• Be confident to respond positively when under pressure

Special Note:

Selected candidate will require to undergo training at our office in Port Klang for about 3 - 6 months depends on the capabilities of the candidate to learn the process work.