Central Customer Service Junior Coordinator Japan

Wilhelmsen Ships Service; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Wilhelmsen Ships Service in Malaysia seeks a Central Customer Service Coordinator to process RFQs and POs, manage the GCS mailbox, and maintain SLA performance. You will coordinate with local and global teams to ensure accurate orders and timely responses.

The role requires a diploma, 2–3 years in order fulfilment or logistics, fluency in English and Japanese, and strong MS Office skills. You will work in a busy, detail-oriented environment and contribute to process improvements.

Qualifications

• Candidate must possess at least a Diploma in any field.
• 2–3 years of relevant work experience with order fulfilment/supply chain/logistics.
• Fluent in English & Japanese - both writing and speaking.
• Computer literate; proficient in MS Office.

Responsibilities

• Process customer RFQs and POs from the Global Customer Service mailbox.
• Ensure enquiries are addressed within the agreed SLA.
• Provide administrative support to GCS and LCS teams.

Skills

English & Japanese proficiency

Communication

Time management

Independent worker

Education

Diploma in any field

Tools

MS Office

Job description

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

Purpose

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

Main responsibilities and tasks

• Accept task from the group mailbox queue and process customer request for quotes (RFQ) and customer purchase orders (PO)
• Ascertain the urgency of transaction based on ETA (Estimated Time Arrival)/ Port/Type of customer. For urgent transaction, needs to be completed ASAP or highlighted to LCS if unable to be completed within the agreed timeline.
• Keep LCS informed of any irregularities related to RFQs or POs of their customers in the note/email
• Alert LCS that if the order value exceeds the existing authorised credit limit and policies
• Actively use system for understanding on customer specific information and requirements
• For each quote / order processed, ensure specific customer requirements are addressed
• 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
• Highlight improvements and process learnings to the team leads/ manager
• Participate and contribute in team discussion and training
• Performing miscellaneous job-related duties as assigned
• Accept assigned rostered work on Saturdays and Public holiday in the mailbox management for LCS
• Accept assigned rostered overtime work, if required
• Comply the standard process and protocol

Accountabilities

This position will be measured against:

• RFQ/PO response time
• Agreed AOP and KPI’s
• Work process efficiency
• Minimum numbers of transactions completed per day

Qualifications

Mandatory requirements

• Candidate must possess at least a Diploma in any fields
• At least 2 – 3 year(s) relevant work experience with order fulfilment/supply chain/logistic.
• Fluent in English & Japanese - both writing and speaking
• Required skill(s): Computer Literate (Good in MS Office)
• Able to prioritize, customer oriented with excellent communication and interpersonal skills.
• Good planning and organizing skills
• Good analytical skills, attention to detail and meticulous.
• Ability to work independently with minimal supervision, positive attitude and a good team player.
• Able to meet deadlines through good time management and allocation of priorities
• Desire to succeed in a challenging environment and able to work under pressure.
• Pleasant character, resourceful & able to work with sincerity on own initiative.

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