Associate Customer Service Executive

MKS Instruments, Inc.; Seberang Perai; On-site; MYR 47,000 - 69,000; Full time

Job summary

MKS Instruments, Inc. in Malaysia is seeking an Associate Customer Service Specialist to partner with the Sales Team and Internal Teams to provide the best support and service to customers.

You will report to the Customer Service Team Lead. You will process orders, manage transport, handle complaints, build strong customer relationships, and coordinate with across functions to ensure on-time delivery and KPI attainment.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 2–3 years of customer service experience; chemical industry preferred.
• Knowledge of customs trade requirements (GPB, LMW, FTZ) is a plus.
• Proficient with Office software and SAP SD module for order delivery processes.
• Strong written and spoken communication; customer-oriented and professional.

Responsibilities

• Process sale orders, price maintenance, customer returns, billing and delivery documents per SOP.
• Coordinate transport/shipment planning to ensure on-time delivery.
• Handle customer complaints by coordinating with stakeholders for timely resolutions.
• Build sustainable relationships with customers via phone and email.
• Serve as primary liaison for Malaysia customers on orders and delivery inquiries.
• Meet personal and functional KPIs and drive continuous improvements across regions.

Skills

Bachelor's degree

Customer service

SAP SD

MS Office

Communication

Cross-functional coordination

Education

Bachelor's degree

Tools

SAP SD module

Job description

A Day in Your Life at MKS: As an Associate Customer Service Specialist, 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

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

Equal Opportunity and Diversity Statement

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply.

We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law.

Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.

MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: [e-mail].

At MKS, it's all about courage, big ideas, and a serious passion for innovation. Winning here is about exploring possibilities, taking action, and solving our customers’ toughest challenges. It's not just a job – it's what you make of it. While you shape your role and make it unique, we invest in you with on-the-job and formal training, as well as educational assistance. Curiosity is key at MKS - ask questions, own your path. Our success comes from celebrating the unique skills, diverse perspectives, and lived experience of employees from over 100 countries. The goal is to make sure that everyone feels that they belong. Diversity isn't just a nice-to-have; making sure everyone feels included is a big deal for us.

Our group of ~10,000 employees serves semiconductor manufacturing, electronics and packaging, and specialty industrial markets. With over 3,800 patents, our products are enabling advancements in 5G, renewable energy & storage, artificial intelligence, cloud technology, and big data. We're the behind-the-scenes support for some amazing technology. MKS Inc enables technologies that transform our world. MKS Instruments Product Overview