Customer Care Executive

Private Advertiser; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading logistics firm in Malaysia seeks an experienced Customer Care Operations Lead to oversee customer satisfaction and manage the full order-to-cash process. The ideal candidate will have over 7 years of experience in customer care and logistics, with a strong command of Microsoft Dynamics 365. Responsibilities include coordinating with warehouse teams, leading a motivated team, and ensuring service excellence across operations. This role involves direct people management and engagement with executive-level stakeholders.

Qualifications

• 7–12+ years of experience in customer care, order management, logistics, or office operations.
• Hands-on experience with Microsoft Dynamics 365 is mandatory.
• Proven experience coordinating with regional or executive-level stakeholders.

Responsibilities

• Own and lead customer care operations ensuring high customer satisfaction.
• Manage end-to-end order-to-cash process using Microsoft Dynamics 365.
• Lead coordination with warehouse teams to ensure accurate dispatch and inventory management.

Skills

Customer-centric mindset

Effective people leadership

Problem-solving skills

Attention to detail

Stakeholder management

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Commerce

Bachelor’s degree in Supply Chain

Bachelor’s degree in Operations

Tools

Microsoft Dynamics 365

Job description

Own and lead customer care operations, and supporting operational functions in Malaysia, ensuring high levels of customer satisfaction, service reliability, warehouse and logistics coordination, quality compliance, and internal governance.

This role serves as a key operational within the Asia organization, working closely with Asia Executive Team members and regional functional leaders to ensure alignment, execution excellence, and continuous improvement. The role also carries direct people management responsibility, building a motivated, engaged, and high‑performing team across the functions within scope.

2. Key Responsibilities

A. Customer Care, Order-to-Cash & Sales Support

• Own and manage the end-to-end order-to-cash process using Microsoft Dynamics 365 (D365), including:
• Order processing and validation
• Gross margin checks and coordination of approvals when required
• Invoice, delivery order, and proforma invoice creation (including advance payments)
• Manage credit note (CN) requests, stock modification requests, and coordination with finance
• Prepare shipping invoices, packing lists, and proforma documentation for UK and other regions
• Coordinate new customer creation and master data accuracy in D365 with finance
• Monitor accounts receivable (AR) and provide regular updates to sales teams and management
• Act as the primary customer care escalation point for service, delivery, documentation, and order-related issues
• Ensure timely, accurate, and professional communication with customers
• Monitor customer feedback and service KPIs; drive corrective and preventive actions
• Proactively work with sales, warehouse, and logistics teams to ensure on-time-in-full (OTIF) delivery and high customer satisfaction

C. Warehouse & Inventory Management

• Lead coordination with warehouse teams to ensure accurate picking, packing, and dispatch
• Own backlog monitoring, inventory planning, and stock visibility using D365
• Manage inventory adjustments, corrections, and reconciliations in coordination with finance
• Support inventory accuracy, cycle counts, audits, and continuous improvement initiatives

D. Logistics & Shipment Management

• Manage all inbound, outbound, and drop-ship logistics activities, including:
• Logistic Provider bookings
• Freight forwarder quotation sourcing (minimum 3 quotations per shipment, balancing cost and lead time)
• Ensure complete and compliant logistics documentation
• Track shipments through delivery and proactively manage exceptions and delays

E. Quality, Warranty & Compliance Management

• Coordinate Certificates of Conformance (COO) and test certificates as required
• Manage warranty order processing, including order entry, documentation, CN requests, and stock adjustments
• Ensure documentation readiness for internal, external, and customer audits
• Ensure compliance with quality procedures, internal controls, and regulatory requirements
• Provide pricing and quotation support to sales teams
• Prepare and issue customer price quotations
• Apply and manage Special Price Requests (SPR) with factories and internal stakeholders
• Ensure pricing accuracy and adherence to commercial policies

G. People Leadership, Engagement & Performance Management

• Lead, motivate, and develop direct‑report team members across customer care, logistics, warehouse coordination, and office administration functions
• Set clear objectives, roles, and performance expectations aligned with regional goals
• Foster high levels of employee engagement, accountability, and collaboration
• Provide regular coaching, feedback, and performance reviews
• Support training, skill development, and succession planning within the team

H. Regional & Executive-Level Stakeholder Coordination

• Act as a key operational interface with:
  • Asia Executive Team members
  • Regional sales, finance, supply chain, quality, and operations leaders
• Provide structured updates, data-driven insights, and issue escalation when required
• Maintain and present sales landing files, backlog reports, inventory summaries, and logistics KPIs
• Lead regular operational reviews and weekly sales coordination calls
• Identify process gaps and drive continuous improvement initiatives across customer care and office operations

K. Business Support & Special Assignments

• Take ownership of additional responsibilities, projects, or initiatives as assigned by company leadership that may fall outside the defined scope of existing responsibilities
• Support ad-hoc, strategic, or operational initiatives required to address evolving business needs, organizational priorities, or regional requirements
• Rapidly adapt to new tasks while maintaining service quality, compliance, and operational discipline
• Collaborate with relevant internal and external stakeholders to ensure effective execution of assigned special projects
• Provide structured updates, documentation, and outcomes reporting for all assigned additional responsibilities

3. Requirements

Education & Qualifications

Bachelor’s degree in Business Administration, Commerce, Supply Chain, Operations, or a related field.

Experience

• 7–12+ years of experience in customer care, order management, logistics, warehouse coordination, or office operations
• Hands‑on experience with Microsoft Dynamics 365 (D365) is mandatory
• Proven experience coordinating with regional or executive-level stakeholders in a multi-country organization
• Prior people management experience with demonstrated ability to motivate and engage teams
• Experience supporting international customers and cross-border logistics is strongly preferred
• Customer-centric mindset with strong execution discipline
• Strong working knowledge of D365 and order-to-cash processes
• Effective people leadership and team engagement skills
• Excellent coordination and stakeholder management capability
• High attention to detail and strong problem-solving skills

5. Personal Attributes

• Structured, dependable, and highly accountable
• Confident communicator with senior stakeholders
• Calm, resilient, and solution-oriented
• Strong sense of ownership and continuous improvement mindset

Kuala Lumpur City Centre, Kuala Lumpur, MY