Customer Service Specialist
ROCKWOOL Group
Date: 2 weeks ago
City: Subang Jaya
Contract type: Full time
Role summary :
This is a one-year contract role.
Customer Service Specialist is reporting to Customer Service Department under Supply Chain Division.
This is a permanent position that require knowledge of order processing, production planning, delivery planning, invoicing and customer complain handling.
General responsibilities and activities include, but is not limited to :
This is a one-year contract role.
Customer Service Specialist is reporting to Customer Service Department under Supply Chain Division.
This is a permanent position that require knowledge of order processing, production planning, delivery planning, invoicing and customer complain handling.
General responsibilities and activities include, but is not limited to :
- Received customer Purchase Order or Signed Quotation. Check the SKU number, pricing, transport loading for the order and also Required Delivery Date. Key in the sales order / confirm order from eShop system and send order confirmation to customer.
- Calculate the truck/ container load vs the quantity ordered. Advice customer if it is not a full load/ exceeded full load.
- Raise Credit Release in SharePoint system and follow up until it is unblocked.
- Approval on eNA system for new SKU number request.
- Prepare Proforma Invoice for pre-payment orders and report in MYTax portal.
- Make sure Required Delivery Date is updated on weekly basis.
- Double check MRD to make sure goods are produced as per plan and backflush into system prior transport arrangement.
- Raise STO Purchase Order for stock transfer purpose.
- Arrange container and truck booking once agreed the Material Ready Date between Production Planner and Customers. Share the booking details once confirmed.
- Upon OBD or PGI of shipment, CS to issue invoice in SAP system and ensure no error in ZCDCP.
- Attend to auditor and provide required documents.
- Full responsible in handling the customer assigned account from order entry until invoice.
- Recharge warehouse charges for goods not collected 3 working days for slab, 7 working days for non-slab from production date.
- Provide tonnage forecast for specific month to CS manager.
- Check DagangNet email and verify on invoices for payment.
- Issue invoice for recycling activities by production/ warehouse
- Raise sales order for Rockcycle material collection.
- Manage customer complaint, fill in Customer Complaint Form (CCF), follow up for solutions and revert to customer accordingly.
- Support and involve in Project for improvement purpose.
- Active back-up colleague who are on leave by handling the customers, prepare the required documentation.
- To ensure customer order/ change order is processed on timely manner including change of item and change of delivery details.
- Liaise closely with Production Planner and Logistics and Warehouse department on Material Ready Date, Transportation, and Delivery.
- Handle customer complain including verifying the issue, fill in Customer Complaint Form (CCF) whenever applicable, follow up with related parties until the CCF is closed.
- Ensure all invoices errors in ZCDCP SAP system cleared and updated in MYTax portal accordingly.
- Report all downpayment invoices in MYTax portal manually on timely manner. Link back the invoice upon delivery to the down payment invoice manually in MYTAX portal.
- Adhere to standard process and working guidelines from order processing, delivery, invoice including reporting in MYTax portal and customer complain handling.
- Provide tonnage forecast for billing of the month in order to enable overview on tonnage to-date vs target.
- Carry out SAP EBT testing whenever required.
- Attend to customer event whenever required.
- Proficiency in SAP or other ERP systems
- Strong delivery management experience
- Expertise in order processing
- Skilled in invoice, debit note, and credit note issuance
- Practical experience with the MYTax portal
- Knowledge of international shipping and Incoterms
- Effective problem‑solving techniques and critical thinking ability
- Customer relationship management skills
- Proficiency in Microsoft Office applications
- Strong team player with collaborative mindset
- Ability to perform under high‑pressure environments
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