Customer Service Executive

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

We are hiring Customer Service Executive to join our team in Shah Alam.

About The Role

Customer Service

• To provide exclusive service to customers based on their requirement before, during and after a purchase.
• Serves customers by providing product and service information and resolving product and service problems.
  
  

Order Management

• C4C order processing of sales to customers in Malaysia and Singapore.
• Support company customer service management. Communicate demand changes in advance to support business in service.
• Co-ordinate with Sales Personnel /Business Line Managers and Credit Control on credit checks
• Attend to resellers / customers or any internal enquiries on related customer service matters.
• Timely C4C order processing and limiting delays in booking line with The Way We Do Things
• Improve and standardize order processing procedures.
• Support customer care function by providing proactive Sales Process Management or solution development.
  
  

Operational Excellence Index (OEI)

• Maintain master data of Customer Quality Dashboard in SAP
• Work closely with sales personnel in continuous maintenance of updated customer information.
  
  

Relationship Management

• Customer retention, assuring quality products, giving timely information, resolving product issues, helping customers find what they need, offering good after-sales service and delivering promise of commitment.
• Improve Customer experience management by increasing respond rate.
• To capture mindshare, to make our presence felt by customer.
  
  

Product Improvement

• Register complaints and give a thought on the registered complaint and then pass on to the desired department with suggestions for improvements. Follow-up complaints entirely until closure.
  
  

Lead Generation

• Persuade customers about the worth and benefits of a specified product or service.
  
  

Team Building

• Maintaining good team building and form a link between customers and other departments in a business. Pass on the details, comments, and suggestions of customers to the respective departments. This correlation requires maintaining work relationships within the company and promoting teamwork.
  
  

Reporting

• Generate weekly report for order delivery status and back orders, monthly report for closing and yearly report for relationship management analysis.
  
  

Experience Requirements

• At least 5 years working experience in business organization (sales, marketing, customer service or logistics)
  
  

Knowledge

• Proficient in MS Excel, knowledge of ERP (SAP) is essential.
• Good PC literate knowledge, business intellectual tools, for example PowerBI/Automate will be a plus.
• Proficient reading, speaking, written in English/Malay.
• Candidate must have knowledge in Incoterms and Trade Compliance
  
  

Educational Requirements

• Possess at least Degree in Business Administration / Logistics / Supply Chain or equivalent.
  
  

Personality Requirements

• Possess proactive problem-solving skills, customer orientated, multi-tasking, meticulous, proactive planning, resolving conflicts, analyzing information and able to work independently.
• Knowledge of customer services ethics, principles and procedures
• Proficiency in administrative and documentation procedures
  
  

Diverse by nature and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.