Central Customer Service Coordinator

Central Customer Service Coordinator

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Job title

Central Customer Service Coordinator – Wilhelmsen Marine Product, Kuala Lumpur

Founded in Norway in 1861, Wilhelmsen is now a comprehensive global maritime group providing over half of the merchant fleet with essential products and services, along with supplying crew and technical management to the largest and most complex vessels ever to sail. Committed to shaping the maritime industry, we also seek to explore and develop new opportunities within the renewables, offshore and energy industries. Supporting a diverse and inclusive workplace, with thousands of colleagues in more than 70 countries, we take competence, sustainability, innovation, and unparalleled customer experiences one step further.

The position

We are looking for a Central Customer Service Coordinator who will join our Marine Products division.

The people at Wilhelmsen don’t just hold jobs here. They make the most innovative ideas a reality – and in the process, they shape the maritime industry. With one of the largest maritime networks in the world, we do work that makes an impact - if it floats, our products are probably on it.

Supplying marine consumables, products, and solutions to every conceivable vessel type, our Marine Products division includes the Unitor brand of products, Timm ropes, Unicool refrigerants, and Unitor and Nalfleet marine chemicals. Last year we made product deliveries to 27,500 vessels, at over 2,000 ports.

About the location

The position will be based in Kuala Lumpur office which is in the heart of the city and easy to get to by public transportation.

About the department

1. To process Customer’s Request for Quotation (RFQs) and Purchase Order (POs) in the Global Customer Service (GCS) mailbox.
2. To ensure all enquiries within the mailbox are attended to within the agreed SLA.
3. To provide administrative support to the GCS and LCS (local customer service) team.
4. May receive assignments from senior support personnel as required.

What you will be doing

1. Accept tasks from the group mailbox queue and process customer requests for quotes (RFQ) and customer purchase orders (PO).
2. Ascertain the urgency of transactions based on ETA (Estimated Time Arrival)/ Port/Type of customer. For urgent transactions, needs to be completed ASAP or highlighted to LCS if unable to be completed within the agreed timeline.
3. Keep LCS informed of any irregularities related to RFQs or POs of their customers in the note/email.
4. Alert LCS if the order value exceeds the existing authorized credit limit and policies.
5. Actively use the system for understanding customer-specific information and requirements.
6. For each quote/order processed, ensure specific customer requirements are addressed.
7. Follow up with Supply Chain / LCS for any outstanding tasks that are unable to be completed in the same day. Ensure all tasks are accounted for.
8. Highlight improvements and process learnings to the team leads/manager.
9. Participate and contribute in team discussions and training.
10. Perform miscellaneous job-related duties as assigned.
11. Accept assigned rostered work on Saturdays and Public holidays in the mailbox management for LCS.
12. Accept assigned rostered overtime work, if required.
13. Comply with standard processes and protocols.

What experience and skills are required

1. Candidate must possess at least a Diploma in any field.
2. Candidate must be able to support AMB and India region work hours. Time: 12pm - 9pm (KL Time). Days: MEA - Monday - Friday.
3. At least 2 – 3 years relevant work experience with order fulfilment/supply chain/logistics.
4. Fluent in English - both writing and speaking.
5. Required skill(s): Computer Literate (Good in MS Office).
6. Able to prioritize, customer-oriented with excellent communication and interpersonal skills.
7. Good planning and organizing skills.
8. Good analytical skills, attention to detail, and meticulous.
9. Ability to work independently with minimal supervision, positive attitude, and a good team player.
10. Able to meet deadlines through good time management and allocation of priorities.
11. Desire to succeed in a challenging environment and able to work under pressure.
12. Pleasant character, resourceful & able to work with sincerity on own initiative.

Your performance will be measured against

1. RFQ/PO response time.
2. Agreed AOP and KPIs.
3. Work process efficiency.
4. Minimum numbers of transactions completed per day.

What we offer

1. Strategic work location at KL Sentral with convenient travelling by Monorail, Rapid Kelana Jaya Line, MRT and KTM services as well as public buses.
2. 5-days work week including complying with Malaysia’s Public Holiday.
3. International work environment and culture.
4. Great learning and development opportunities.

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex!

How to apply

Sounds interesting? If you see yourself fitting into this role, please let us know why the role interests you. Apply online through our career portal at https://www.wilhelmsen.com/careers/ under Current Vacancies by creating a ‘Candidate Home’ account and thereafter upload your resume and expected salary.