Executive Distribution Center Operations
DKSH
Date: 3 weeks ago
City: Shah Alam
Contract type: Full time
Job summary:
Handle customer complaints, investigate issues, track orders, and support process improvements using Scuba and related systems.
Job Responsibilities:
Handle customer complaints, investigate issues, track orders, and support process improvements using Scuba and related systems.
Job Responsibilities:
- Act as initial response to customer complaints through Scuba system.
- Perform initial investigation on complaints received, perform cycle count, inventory check and document check to validate complaints received are genuine.
- Work closely with process owner to identify root cause, corrective and preventive action to close the complaints’ tickets in Scuba system.
- Provide briefing to operation team on customer complaints as feedback to avoid recurrence.
- Monitor corrective/preventive actions proposed by process owner to ensure actions are duly carried out
- Monitor complaints status in Scuba system. Reassign unresolved complaints to process owner or escalate to head of department for action until closure.
- Provide daily Scuba performance status report to Head of Department and process owner for follow up and action.
- Support process owner to raise Scuba complaint tickets and monitor for closure.
- Monitor status of urgent order/request to ensure orders/requests are being handled timely to meet clients/customers timeline.
- Report and monitor backlog orders, follow up with operation to clear the orders within the SLA timeline
- Report and monitor open trade returned stocks collection orders, alert TRA team for aged collection orders
- Handling Transport Core Process (TCP) to ensure number of orders hand over by outbound team to dispatch match the plan.
- Bachelor’s Degree in Logistics, Supply Chain Management, Business Administration, or related field.
- Fresh graduates are encouraged to apply; internship or academic project experience in supply chain or logistics will be an added advantage.
- Strong analytical and problem-solving skills to support complaint investigation and root cause analysis.
- Detail-oriented with good documentation and reporting skills.
- Proficient in Microsoft Excel, Word, and PowerPoint.
- Able to communicate effectively in English and Bahasa Malaysia, both written and verbal.
- A team player with the ability to work closely with different stakeholders across departments.
- Comfortable with using systems (e.g., complaint tracking platforms) – training will be provided.
- Able to multitask, manage timelines, and follow up on action items diligently.
- Possess good initiative and willingness to learn in a fast-paced environment.
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