Customer Service Executive PARP

The Position

Customer Service Executive PARP

Job Summary

KEY TASKS AND RESPONSIBILITIES

Order process management

1. Punch in the customers' orders into the local ERP system and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).
2. Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organise delivery.
3. Communicate with internal / external customer on delivery dates and adjustments.

Support in credit application

1. Support in credit application, credit release application, credit note / debit note request if needed.

Containers movement tracking

1. Closely monitor the containers’ movement until the containers arrive at the destination.

Billing

1. Timely processing of invoices for customer orders including issuance of Tax invoices in ERP.
2. Input data in ERP.
3. Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity).
4. Maintain customer invoice files for archive in customer files (electronic or non electronic).
5. Manage billing process and participate in ERP implementation as needed.

Customer communication

1. Be the single point of contact for allocated customers on all information requests, complaints, etc.
2. Directly collect information and communicate to customer when possible (e.g. shipment tracking).
3. Liaise with "complaints, samples & regulatory coordinator" and follow-up with other functions (e.g. operations).

Customer requests coordination

1. Collect required details from customers and/or other related team(s) (e.g. Sales, Supply Chain, etc) on Complaints or Samples and register in CRM.
2. Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaire, etc).

Liaise with external agencies like Shipping Agency and Banks for smooth functioning if needed.

This position may require 5% travel involved.

JOB SPECIFICATIONS

Education:

1. Diploma’s degree or above.

Typical Profile:

1. Customer Service Executive.
2. Customer oriented profile with previous Sales/Sales Admin exposure.

Experience:

1. Preferably 1-3 years of experience in customer service with knowledge in manufacturing.
2. Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm is an advantage.
3. Proven experience in SAP is an advantage.
4. Experience in handling complaints from customers and solving complex client situations is an advantage.
5. Knowledge of customer journey improvement to drive customer centricity.

Languages:

1. Proficient in English and Bahasa Malaysia.
2. Fluent in the language(s) of the customers and CS team members of the Region is an added advantage [Region: SEA - English, Mandarin, Bahasa Malaysia].

Position Type

Full time and Permanent