Customer Service Executive (Supply Chain - GLC)

Salary : RM3,000 - RM3,400 per month
Location: KLCC Tower 3, Kuala Lumpur
Working days & hours: Monday to Friday, 9am to 6pm or 7am to 4pm (for Australia)
Holiday: Based on Wilayah Persekutuan/Malaysia and Sydney, Australia Public Holiday Calendar

Contract duration: 12 months contract under PERSOLKELLY (potential for convert to permanent subject to performance)

JOB PURPOSE:
The role is key in executing the day-to-day operation activities for order management of Customer Service Center SEA within the define process and service level agreed. At the same, to ensure actions comply to guidelines, procedures, and governance, in serving market served/defined by GLC Company. Key roles and responsibilities;

• To provide high quality service and outstanding customer care.
• Primary point of contact for inbound and outbound calls, and emails from customer related to order, inquiries, complaints, and disputes.
• Receive and process sales order accurately, including to ensure communication to and from customer are capture in Customer Relationship Management system.
• Manage and resolve discrepancy of customer’s sales order or related to order fulfilment.
• Responsible to either process or communicate any export documentation(s) to customer.

RESPONSIBILITIES:

• Process sales order submitted by customer in SAP/ODOO
• To manage and response to customer’s correspondence and log into Case Management System.
• Take ownership of customers’ order fulfilment issues and follow-up/through to resolution.
• Ensure all orders, invoices and open/back order processed are fulfilled or follow up/through within the agreed SLAs.
• Handle all complaints and disputes professionally via constant touch points with resolution owner(s) or other internal functions.
• Engage in constructive problem resolution and provide solutions.
• Work independently and assist the team in realizing goals and standards – share knowledge and best practices.
• Proactive actions to ensure effective collaboration among teams and stakeholders.
• Identify tasks critical to keeping customer satisfaction levels in check.
• Network with various departments and groups that are involved in the end-to-end order to case process, or other requirements.
• Respond promptly to customer inquiries within Service Level Agreed (SLA)
• Build strong relationships with customers through the defined channel of communication(s).
• Participate and contribute to team’s continuous improvement practices or initiatives in improving daily operations.
• Work with the customer service manager and team lead to ensure an excellent standard of customer service is being delivered.
• Ensuring all relevant communications, records and data are updated and documented.

Minimum requirement

• Candidate must possess a Diploma/Degree in any discipline.
• Experience in supply chain (particularly export/logistics) and customer service.
• A minimum of 1- or 2-year’s relevant experience, preferably in customer service or in any supply chain discipline, or fresh graduates are encouraged to apply as training will be provided.
• Able to speak and write fluently in English.
• Computer literate; Microsoft Office tools
• Customer-service oriented
• A good telephone etiquette
• Accuracy and attention to details
• Positive attitude and eager to learn.

Kindly send your updated resume and put subject as "Application for (Job Position Title)". Interested candidates may submit the application to [email protected]

Kindly send your updated resume and put subject as "Application for (Job Position Title)". Interested candidates may submit the application to [email protected] or 012-2092792 (Azril)

Job Types: Contract, Temporary
Contract length: 12 months

Pay: RM3,000.00 - RM3,300.00 per month

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Overtime pay

Experience:

• Customer service: 2 years (Required)