Customer Experience & Orders Specialist

MKS Instruments, Inc.; Batu Kawan; On-site; MYR 36,000 - 72,000; Full time

Job summary

MKS Instruments, Inc. in Penang, Malaysia seeks an Associate Customer Service Specialist to be the primary contact for customers, supporting pre- and post-sales activities and driving a positive experience.

You will manage inquiries, quotations, RMAs, and service tickets while coordinating with Sales, Operations, and Service teams. Candidates with a diploma or bachelor’s in business, customer service, or related fields, plus 1–3 years in a customer-facing role, are encouraged to apply.

Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Supply Chain, Life Sciences, or related field preferred.
• Fresh graduates may apply; internship or prior customer service experience advantageous.
• 1–3 years in customer service, order management or sales support preferred.
• Excellent verbal and written communication skills.
• Proficient with CRM/ERP systems and Microsoft Office.

Responsibilities

• Serve as primary contact for customer inquiries via phone, email, or other channels.
• Support customers through the sales process including pre- and post-sales activities.
• Prepare quotations, pricing information, promotions, and discounts per guidelines.
• Process RMAs, returns, exchanges, and repairs with accurate documentation.
• Create and maintain service tickets and update order statuses and records.
• Coordinate with Sales, Operations, Supply Chain, and Service teams to meet requirements.
• Schedule field service visits and communicate status of orders and deliveries.
• Respond with product information and company materials as requested.
• Assist in resolving billing inquiries and continuous improvement initiatives.

Skills

Strong communication skills

Detail-oriented

Multi-tasking

Customer service mindset

Team collaboration

Education

Diploma or Bachelor’s Degree in Business Administration, Customer Service, Supply Chain, Life Sciences, or related field

Tools

CRM/ERP systems

MS Office

SAP / Oracle / Salesforce

Job description

MKS Instruments, Inc. in Penang, Malaysia seeks an Associate Customer Service Specialist to be the primary contact for customers, supporting pre- and post-sales activities and driving a positive experience.

You will manage inquiries, quotations, RMAs, and service tickets while coordinating with Sales, Operations, and Service teams. Candidates with a diploma or bachelor’s in business, customer service, or related fields, plus 1–3 years in a customer-facing role, are encouraged to apply.