Customer Care Executive

Customer Care needed at Petaling Jaya, Selangor

Basic salary : RM4000 - RM4500

Working Hours : 8.30am - 5.30pm / 9am - 6pm

Monday - Friday

Job Scope :

Ensure the order-to-cash cycle and develop the Supply Chain relationships with our clients in order to better meet their expectations (service, deadlines, stock in trade, projects etc.) while contributing to the economic performance of the Business Units.

• Daily processing of customer orders, understanding individual customer requirements and ensuring we deliver according to customer requirements.
• Order Management: Ensuring KPI of Service Level, OTIF (On time in Full) and OTFR (On time Fill Rate) are met.
• Ensuring dispute rate and rejections are less than 2%
• Market Return Process Improvement to ensure that we reduce market return and process within the turnaround time.
• Define policies and priorities in accordance with the Business Unit and the Customer Care Manager
• Implement the organisation, processes and resources needed for the Customer Care policy.
• Ensure the smooth execution of the order-to-cash cycle in full conformity with the Supply Chain Management Standards of the Group (cut off, tariff, sales terms and conditions)
• Collaborate with Credit to ensure the execution of the credit policy
• Develop the collaboration with our internal stakeholders and clients (data exchanges, shared KPIs, flows optimization, cost follow-up, OSA, stock in trade, B to B portal etc.)
• Submission of E- Invoices in customer portal
• Ensure the sharing and reliability of information related to the clients within the organisation (Demand Planning, physical distribution, sales, controlling)
• For the "field" expert ("Local Business Owner"): Contribute to the improvement of the processes and information systems related to his/her activity and be the referent of his/her job in his/her country.
• Analyze & Lead process improvements project across the order to cash function.
• Proper documentation filling for Audit purposes. POD retrieval and scanning for L’Oreal when needed
• To manage issues such as Quality issues such as hard copy POD invoices printed out of alignment
• Work with transporter to ensure Accurate Actual Delivery Date are 100% updated before the month end close.
• Processing Credit Notes and Debit Notes and working with 3PLs to ensure all credit and debit notes are processed accurately and on a timely manner.
• Other tasks to be assigned from time to time.

Special requirement

• Minimum Diploma in Business Administration or similar field of studies.
• Ideally 2-3 year of working experience in similar field.
• Meticulous, possess can do attitude and a fast learner
• Good communications, problem solving and stakeholder management skills
• Ability to manage large volume transactions with speed and accuracy & timeliness
• Experience working in MNCs and working with SAP
• Good excel skill
• SAP SD module and Key User experience is an added advantage

Open for immediate starter and have experience in FMCG company