Associate Customer Service Executive

Atotech an MKS Brand; Penang; On-site; MYR 33,000 - 60,000; Full time

Job summary

Atotech an MKS Brand in Penang, Malaysia, seeks an Associate Customer Service Executive to partner with Sales and Internal teams to deliver best-in-class service and support to customers. You will report to the Customer Service Team Lead and drive order processing, delivery coordination, and issue resolution.

You will build strong relationships with customers, coordinate cross-functionally, monitor KPIs, and continuously seek process improvements while maintaining safety and compliance across

Qualifications

• Bachelor's degree or equivalent in business-related field.
• 2-3 years in customer service; chemical industry preferred.
• Knowledge of customs/trade requirements a plus.
• Familiarity with SAP SD and order-to-cash processes.
• Strong verbal and written communication abilities.

Responsibilities

• Process sale orders, price maintenance, customer returns, billing and delivery documents, credit/debit memos, and loan agreements following SOPs and systems.
• Manage transport/shipment planning to ensure accuracy and on-time delivery to customers.
• Handle customer complaints by coordinating with stakeholders to seek solutions and follow up.
• Build sustainable relationships and trust through professional communications by phone or email.
• Be primary liaison for MY customers and stakeholders regarding orders and deliveries.
• Ensure personal and functional KPIs are met.
• Pursue continuous process improvements in customer services.
• Share best practices and interact with counterparts regionally and globally.
• Perform other duties as assigned; safety is the top priority and compliance with laws and Atotech standards.
• Travel Requirements: NO.

Skills

Customer-focused mindset

English/Communication skills

Time management

Problem solving

Interdepartmental coordination

Education

Bachelor's degree in Business Administration or related field

Tools

SAP SD module

MS Office

Job description

As an Associate Customer Service Executive, you will partner with Sales Team and Internal Team to provide best support and service to Customer. In this role, you will report to the Customer Service Team Lead.

You Will Make an Impact By:

• Process sale orders, price maintenance, customer returns, customer billing and delivery documents, credit/debit memo, equipment on loan agreement, following to the standard operating procedures and system
• Manage transport/shipment planning to ensure accuracy and on-time delivery to customers
• Handle customer complaints by coordinating with relevant stakeholders in order to seek for appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Build sustainable relationships and customer trust through interactive and professional communications either by phone calls or emails
• Be a primary liaison for all MY customers and relevant stakeholders in regarding to order and delivery inquiries
• Ensure personal and functional KPIs are met
• Always seek for continuous process improvements in regard to customer services.
• Share best practices and interacting with counterparts across the region and globally
• Performs other duties, tasks and responsibilities as assigned or required
• Additional responsibility: "Safety remains the number one priority by making it an integral part in all activities; En-sure all work is completed safety & in compliance with laws, regulations & Atotech standards. Demonstrate ongoing visibility at sites & consistent interaction with staff and contractors at all level".
• Travel Requirements: NO

Skills You Bring:

• Bachelor's degree in Business Administrative or related field
• At least 2-3 years experiences in customer service field, chemical industry is preferred
• Knowledge in customs trade requirement e.g. GPB, LMW, FTZ application is a plus
• Knowledge of Office software and SAP SD module, specifically in order to delivery process
• Good command of spoken and written communication skills
• Customer orientation with good service-minded attitude, ability to remain professional and courteous with customers at all times
• Ability to coordinate across functions and locations to ensure successful outcomes
• Self-motivated with high sense of urgency, resourcefulness and adaptability
• Effective time management skills including sequencing of own works with effective resource management