Senior Customer Service Representative
On-siteKuala Selangor, Selangor, Malaysia
Job Summary
Serve as the primary contact for customers and channel partners via phone, email, and meetings, managing inquiries on quotations, orders, pricing, and billing. Drive ownership of the Order to Cash process, including order creation, purchase order processing, payment handling, and shipping coordination with logistics and forwarders. Act as an Account Manager by proactively communicating changes or delays and providing alternative solutions while collaborating with Sales, Supply Chain, and Finance on Accounts Receivable and Payables. Maintain Operational Excellence targets by meeting Key Performance Index and Service Level Agreements, ensuring all documentation and processes align with corporate compliance guidelines. Work across borders and time zones to support global stakeholders in a fast-paced environment.
Required Qualifications
- Diploma in Logistics/Supply Chain/Life Science or relevant major
- 2+ years of experience in Customer Service function
- Candidate to be customer service oriented
- excellence in phone and email etiquette skills
- Fluent in both spoken and written English
- Possess attentive listening and problem-solving skills
- Accuracy is required in performing all functions of this position
- Self-starter with enthusiasm and positive attitude
- Initiative and good organization skills
- Resilient and not afraid of changes
- Ability to work independently and yet cohesively in a team environment
Desired Qualifications
- Proficiency in ERP like SAP, E1 (Oracle), & MS Office
- International Trading Knowledge
- additional language skills such as Mandarin, Bhasa Indonesian, Thai, Vietnamese are a plus
- Passionate about improving Customer Allegiance Score (CAS)
- Curious and accept continuous process improvement
- Positive and greet changes as opportunities
- Multi-task efficiently in a fast-paced environment
- Communicate with others openly, respectfully and positively in a professional manner
- Focuses and anticipates the needs of external and internal customers
- Owns the customer experience and consistently delivers on commitments
- Passionately curious
- Sees things from new angles, questions assumptions and conventional thinking
- Loves taking on difficult challenges and resolving it
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