SAP Customer Service Specialist (AU Market)

The Customer Service Specialist for the AU Market will be responsible for providing exceptional customer service and support for clients using SAP software. This role requires strong communication skills, problem-solving abilities, and a deep understanding of SAP products and services to effectively address customer inquiries and issues. Position: Customer Service Specialist (AU) Company Industry: Medical Technology Provider Working Hours: Monday – Friday (5.30am – 2.30pm / 6.00am – 3.00pm / 6.30am - 3.30pm / 7.00am - 4.00pm / 7.30am - 4.30pm) Malaysia time Working Location: Sunway Pinnacle, Petaling Jaya, Selangor Working Duration: 12 months tenure with PERSOLKELLY Remuneration: Salary from RM4,000 – RM6,000 (depend on performance & qualification) with statutory contribution + leave entitlement **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 Order Management within Healthcare/Pharmaceutical industries. 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: Processing of orders, consignment fill up, billing and return management Product recall handling – collection & replacement Generate required report Record all the transactions properly in the system/tools and prepare for the audit 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: SAP 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 .