Executive - Distributor Service
The HEINEKEN Company
Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
About The Role
As a Customer Service Executive – Distributor Service, you will be the primary point of contact for assigned distributors, ensuring seamless order management and delivering excellent customer service throughout the order-to-cash process. You will work closely with cross-functional teams to ensure timely order fulfilment, resolve customer issues, and continuously improve the customer experience.
Key Responsibilities
As a Customer Service Executive – Distributor Service, you will be the primary point of contact for assigned distributors, ensuring seamless order management and delivering excellent customer service throughout the order-to-cash process. You will work closely with cross-functional teams to ensure timely order fulfilment, resolve customer issues, and continuously improve the customer experience.
Key Responsibilities
- Manage end-to-end distributor order processing, ensuring timely, accurate, and compliant order execution.
- Serve as the primary contact for assigned distributors, handling enquiries, order requests, and service-related issues.
- Coordinate with Sales, Planning, Warehouse, Logistics, Finance, and Supply Chain teams to ensure smooth order fulfilment.
- Resolve customer requests, queries, and complaints promptly while maintaining strong distributor relationships.
- Monitor service performance against SLAs and identify opportunities to improve customer satisfaction and operational efficiency.
- Prepare operational reports and analyse customer service trends to support business decisions.
- Drive continuous improvement initiatives by enhancing processes, workflows, and reporting capabilities.
- Ensure compliance with company policies, operational procedures, and data accuracy standards.
- Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Customer Service, Commerce, Marketing, or a related field.
- Minimum 2–5 years of experience in Customer Service, Order Management, Supply Chain, Logistics, Sales Administration, or related functions.
- Experience managing distributor relationships and resolving customer enquiries, requests, and complaints.
- Strong stakeholder management skills with the ability to collaborate across cross-functional teams.
- Experience working with ERP systems (preferably SAP) and proficiency in Microsoft Excel, Power BI, and Microsoft Office applications.
- Strong analytical, problem-solving, communication, and organisational skills with a customer-centric mindset.
- Ability to manage multiple priorities in a fast-paced environment while meeting service level agreements (SLAs).
- Experience in FMCG, beverage, manufacturing, pharmaceutical, distribution, or similar industries is an advantage.
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