Contract Customer Experience Excellence Representative

SKF; Malaysia; Vor Ort; MYR 42.000 - 66.000; Vollzeit

Zusammenfassung

SKF Malaysia Sdn Bhd is seeking a Customer Service professional in Nilai to enhance order fulfilment and customer experience. You will support sales, manage orders, and coordinate with sales, service, and finance teams to ensure timely delivery and accurate information for customers.

The role requires a degree in Business Management and 2-3 years in customer service, with strong communication and teamwork skills. SAP S/4HANA knowledge is advantageous in this dynamic environment.

Qualifikationen

• Bachelor's degree in a related field.
• 2-3 years of experience in customer service.
• Strong communication skills and ability to engage with internal/external stakeholders.
• Proven collaboration and teamwork abilities.
• Results-oriented mindset with urgency.
• Ability to multitask and maintain attention to detail.

Aufgaben

• Manage day-to-day operations: respond to customer enquiries, manage orders, and oversee order fulfilment lifecycle.
• Review customer order intake and monitor order book status.
• Follow up on pending order acknowledgements, overdue shipments, and goods in transit.
• Track quotations and update win/loss status to support business goals.
• Collaborate with sales and segment teams to provide effective sales support.
• Coordinate with cross-functional teams to support daily customer experience operations.
• Coordinate with demand and supply planners to improve stock availability and service reliability.
• Handle and resolve customer complaints within defined processes, timelines, and KPIs.

Kenntnisse

Customer service

Stakeholder communication

Team collaboration

Multitasking

Ausbildung

Bachelor's degree in Business Management

Tools

SAP S/4HANA

Jobbeschreibung

Report to: Customer Experience Excellence Lead, MY

Company : SKF Malaysia Sdn Bhd

Location : Nilai

The role:

• - Collaborate within the team to enhance departmental efficiency and productivity by streamlining operational processes
• - Provide sales support and manage the order fulfillment lifecycle to ensure excellent customer experience and achieve business objectives

Key Responsibilities

• - Manage day-to-day operations, including handling customer enquiries, managing orders, and overseeing the order fulfillment lifecycle
• - Review customer order intake and monitor order book status
• - Follow up closely on pending order acknowledgements, overdue shipments, and goods in transit
• - Track quotations and update win/loss status to support business goals
• - Work closely with sales and segment teams to provide effective sales support
• - Collaborate with cross-functional teams (sales, service, finance) to support daily customer experience operations and business activities
• - Coordinate with demand and supply planners from global factories and regional warehouses to improve stock availability and service reliability
• - Handle and resolve customer complaints within defined processes, timelines, and KPIs, ensuring corrective and preventive actions are implemented promptly
• - Generate and analyze order-related reports/dashboards to provide consistent updates to customers and internal stakeholders
• - Collaborate with external logistics partners to ensure timely delivery of goods
• - Manage customs-related matters, including import duties and taxes, HS codes, tax exemption compliance, documentation, and clearance
• - Support quality initiatives and business process improvement projects

What we are looking for:

• - Degree in Business Management or a related field
• - 2-3 years of experience in customer service
• - Strong communication skills, with the ability to interact effectively with customers and internal stakeholders
• - Proven collaboration and teamwork abilities
• - Results-oriented mindset with a strong sense of urgency
• - Ability to multitask and maintain attention to detail
• - Highly resourceful and adaptable in a dynamic, fast-changing environment
• - Knowledge of SAP S/4HANA will be an added advantage