Claim Executive

BD Agriculture (Malaysia) Sdn Bhd; Klang City; On-site; MYR 32,000 - 56,000; Full time

Job summary

BD Agriculture (Malaysia) Sdn Bhd seeks a Customer Service & Claims Executive in Malaysia to manage warranty, technical issues, and return deliveries. You will interface with customers via phone and email, resolve claims promptly, and coordinate with internal teams to ensure accurate documentation.

The role requires strong product knowledge, CRM/EII proficiency, and the ability to work in a fast-paced environment with a high-volume workload. Fluency in English and Mandarin is essential.

Qualifications

• Bachelor’s Degree in any field.
• Experience in customer service and technical support preferred.
• Proficient in English and Mandarin (spoken and written).
• Able to work in a dynamic, high-volume environment.
• Strong knowledge of CRM and EII systems.
• Ability to prioritize, multitask and collaborate.

Responsibilities

• Serve as primary contact for customer requests and claims.
• Ensure prompt response and follow-up on claims.
• Investigate root causes and escalate when needed.
• Process and manage claim orders in the EII system.
• Verify parts, delivery methods, and addresses.
• Maintain CRM records with claim statuses.
• Communicate with customers via phone and email.
• Collaborate with internal teams to resolve issues.
• Prepare weekly claims delivery schedule and report.
• Lead and participate in cross-functional meetings.

Skills

Customer service

Technical support

Data entry

English & Mandarin

Education

Bachelor’s Degree

Tools

CRM systems

EII (Enterprise II)

Job description

Serve as the primary point of contact for customer requests, inquiries, complaints, and claims related to warranty, technical issues, and return deliveries.

Ensure prompt response, execution, and follow-up on customer claims to achieve timely resolution.

Investigate and resolve issues by identifying root causes, researching possible solutions, evaluating alternatives, and escalating unresolved cases when necessary.

Apply strong technical and product knowledge to assess project requirements and determine appropriate resolutions.

Order & System Management

Process and manage claim orders, including data entry into the EII system.

Verify part accuracy, delivery methods, and customer address details to ensure cost-effective transportation.

Maintain and regularly update CRM records with the latest claim statuses and related activities.

Customer Communication & Service

Respond to customer inquiries via phone and email regarding claim statuses, product availability, and shipment details.

Deliver high-quality customer service by ensuring efficient first-call resolution.

Handle customer interactions professionally, courteously, and effectively.

Promote company products and services through various channels (phone, email, etc.).

Cross-Functional Collaboration

Coordinate with internal departments such as Intercompany Claims, Business Support, Quality Assurance, Purchasing, Logistics, Customer Service, and Sales to meet customer expectations.

Work closely with Return Delivery Specialists on the arrangement and follow-up of return deliveries.

Collaborate with business units (Business Support, Purchasing, Finance, Engineering, Project Management, etc.) to resolve order discrepancies, manage service orders, and ensure accurate documentation.

Reporting

Prepare and submit the weekly 'Claim Order Delivery Schedule' from EII appointment list and report to the Claim Manager.

Participate in claim review meetings and improvement discussions led by Quality Assurance or Engineering departments.

Team & Process Alignment

Lead and participate in internal and intercompany claim meetings to ensure alignment and knowledge sharing.

Attend regular departmental and training sessions to enhance product and procedural knowledge.

Support team members in their absence and contribute to team success through collaboration.

Requirements:

Bachelor’s Degree in any field.

Relevant experience in Customer Service and technical support will have added advantage.

Flexible and adaptable thinker with the ability to quickly grasp new processes and procedures.

Proven experience in customer service, claims handling, or a related field.

Strong knowledge of EII (Enterprise II) and CRM systems.

Excellent verbal and written communication skills, with strong interpersonal abilities.

Willingness to work in a demanding and rapidly changing environment that puts the customer first.

Self-driven for progressive and continued learning and development.

Must be efficient, accurate and capable of a high volume workload.

Strong ability to prioritize and multitask effectively.

Able to work both independently and collaboratively within a team.

High attention to detail and organizational skills.

Familiarity with BDA products or technical equipment is an advantage.

Proficient in English and Mandarin (Spoken and written). We are seeking candidates proficient in both English and Mandarin to effectively communicate with our diverse client base and stakeholders.

• Which of the following Customer Relationship Management (CRM) systems do you have experience using?
• Which of the following statements best describes your right to work in Malaysia?
• Do you have data entry experience?
• What's your expected monthly basic salary?
• Do you have customer service experience?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Claims Executive?

Agriculture, Forestry & Fishing 101-1,000 employees

Big Dutchman with its headquarters in Germany is the recognized global market leader in innovative technology and equipment for modern poultry management since 1938.

Across five continents and in more than 100 countries, Big Dutchman has built upon the success in housing and feeding systems for poultry production, extended the product range to include "easy-to-operate" to computer-based management systems, climate solutions and exhaust air treatment systems.

Big Dutchman with its headquarters in Germany is the recognized global market leader in innovative technology and equipment for modern poultry management since 1938.

Across five continents and in more than 100 countries, Big Dutchman has built upon the success in housing and feeding systems for poultry production, extended the product range to include "easy-to-operate" to computer-based management systems, climate solutions and exhaust air treatment systems.