Customer Service Specialist (SAP) - AUS Market

Position : Customer Service Specialist (AU) Company Industry : Medical Working Hours : Mon – Fri (Roster start from 5.30am, 6am, 6.30am, 7am or 7.30am – Malaysia Time) Working Location : Sunway Pinnacle, Petaling Jaya, Selangor Working Duration: 12 months tenure with PERSOLKELLY Remuneration : Salary from RM4,000 – RM5,000 (depend on performance & qualification) with statutory contribution + leave entitlement Overtime: Depends on Business needs **Need to have own transport WHO CAN APPLY? - Degree in Business, Engineering, Logistics, Operations Management, Operations Research/Management Science, or a related field. - A minimum of seven years of general business experience; critically including experience in customer service or sales - A minimum of five years experience in roles - Proven expertise in customer service operation - Experience or deep understanding of the various aspects of Deliver (Warehouse, Transportation, Customer Service,) and Supply Chain excellence standards. - Understands end-to-end supply chain functions and the critical process and system dependencies between Source, Make, Plan and Deliver functions - Strong experience/understanding of process design, standards definition and implementation - Customer centric mindset, track record of delivering customer-focused outcomes - Manage physical and mental condition well KEY RESPONSIBILITIES • Ensuring the day-to-day order management activities are executed flawlessly and timely. • Works closely with market customer service to measure customer satisfaction relating to ordering process and delivery management. • Responding to customer queries in a timely and accurate way, via email or phone call which is customer preferred/designated. • Build sustainable relationships of trust through open and interactive communication. • Order management inclusive the following, but not limited: o Processing of orders, consignment fill up, billing and return management o Product recall handling – collection & replacement o Generate required report o Record all the transactions properly in the system/tools and prepare for the audit o Inquiry management such as price information, delivery status, delivery change, back order communication management etc. • Actively notify management on the changing needs and recommends process changes to accommodate customer requirements. • Responds to and resolves complex customer complaints. • Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements. • Ensure Customer Service activities are aligned with the total Supply Chain strategies. • Participate actively in alignment and adherent to business objectives, policies and procedures. • Complete all required training and continue learning to improve individual capability to provide better services to customers. • Strictly follow quality, compliance guidelines. • Meet KPI targets to support market revenue growth. • Take the extra mile to engage customers. • Ability to work along with specific market calendar. • Undertake any other duties or responsibilities deemed necessary for the advancement. Key measures The position will be measured primarily on: • Order management accuracy • Processing volume • Call quality • Case close lead time • Completion of annual program deployment roll-out (markets covered) targets Technical Skills: SAP system knowledge , Microsoft Excel, Words, Powerpoint. Serious applicants can send your updated resume to [email protected] - Subject: Customer Service Specialist (AU) - Please also provide your expected salary and notice period - Immediate joiner preferred Only qualified candidates will be contacted for interview. We thank you for your application .