Customer Fulfillment and Logistics Coordinator

MVC Resources; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A prominent industrial supplier is seeking a Customer Fulfillment and Logistics Coordinator to manage the end-to-end order lifecycle and ensure logistics coordination. The ideal candidate will have 3 to 10 years of experience in customer service or logistics, excellent communication skills, and a strong command of English and Bahasa Malaysia. Responsibilities include overseeing order processing, managing logistics, and ensuring customer satisfaction through effective communication and problem resolution. This role requires a degree or diploma qualification and showcases the candidate's organizational abilities.

Qualifications

• Minimum of 3 to 10 years of work experience in Customer Service, Order Fulfillment, or Logistics.
• Good command of English and Bahasa Malaysia.

Responsibilities

• Oversee and manage customer order placement into the enterprise system.
• Manage domestic and international sales shipments and documentation.
• Develop and maintain delivery policy regarding order fulfillment lead-time.
• Handle delivery arrangement and tracking, providing timely communication.
• Recommend logistics providers and implement cost improvement measures.
• Coordinate with the Technical team on Certificates of Analysis (COA) issues.
• Provide correct information and resolve customer queries promptly.
• Assist Sales Management with annual customer satisfaction survey.

Skills

Expert proficiency in computer applications

Strong negotiation abilities

Organizational abilities

Effective communication

Confidence under pressure

Education

Degree or Diploma qualification

Job description

Customer Fulfillment and Logistics Coordinator

Our client is a prominent industrial supplier specializing in the manufacture and distribution of essential chemical and specialty products globally. They are committed to operational excellence and require a dedicated professional to manage the end-to-end customer order lifecycle, ensuring efficient logistics coordination and high client satisfaction.

Mission

The primary mission is to serve as the critical interface facilitating all customer commercial activities, including order processing, providing technical documentation (COA/custom forms), resolving inquiries, and ensuring timely fulfillment and delivery with optimized logistics costs.

Key Responsibilities & Activities

1. Order Management and Fulfillment
   • Order Processing: Oversee and manage customer order placement into the enterprise system (e.g., E1), ensuring accurate daily processing.
   • Logistics Coordination: Manage both domestic and international sales shipments, handling all documentation preparation (e.g., customs forms, B/L, packing lists, marine insurance) and coordination works.
   • Delivery Planning: Develop and maintain a delivery policy regarding order fulfillment lead-time. Collate sales demand forecast and order data to create weekly and monthly delivery plans.
   • Tracking & Communication: Handle delivery arrangement and tracking (including change management like rescheduling or cancellations) and provide timely communication to customers regarding delivery status.
   • System Setup: Manage and support all requirements for new customer setup within the CRM/Enterprise system (pre-sales and post-sales).
2. Cost Optimization & Compliance
   • Logistics Cost Control: Recommend logistics providers and implement annual cost improvement measures to achieve competitive delivery rates.
   • Quality & Technical Liaison: Liaise directly with the Technical team regarding Certificates of Analysis (COA) issues and coordinate on any customer complaints related to product quality.
   • SOP & ISO: Develop and maintain Customer Service operating SOPs in compliance with the Quality Management System (ISO 9001:2015).
3. Customer Relations and Reporting
   • Inquiry Resolution: Provide correct information, resolve customer queries, or elevate issues to the respective Sales Manager promptly.
   • KPI Achievement: Assist Sales Management in achieving defined customer service Key Performance Indicators (KPIs) in a timely manner.
   • Survey & Feedback: Assist Sales Management with the annual customer satisfaction survey and follow up on the closure of customer feedback/complaints logged in the internal system (FMIS).
   • Inventory & Planning Support: Update weekly stock status and receipts files, and assist the Purchasing and Planning departments with inventory monitoring.

Requirements

Education & Experience

• Education: Degree or Diploma qualification.
• Experience: Minimum of 3 to 10 years of work experience in a Customer Service, Order Fulfillment, or Logistics environment is required for this senior executive-level role.

Core Competencies

• Skills: Expert proficiency in computer applications, strong negotiation and organizational abilities.
• Language: Good command of English and Bahasa Malaysia is required.
• Traits: Ability to communicate effectively, cooperate across functional lines, and maintain confidence under pressure.