Customer Relations 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

A Day in Your Life at MKS

The Associate Customer Service Specialist serves as a primary point of contact for customers, providing support before and after sales activities. This role is responsible for processing customer inquiries, managing order-related transactions, coordinating service requests, and ensuring a positive customer experience through timely and accurate communication. The position works closely with Sales, Operations, Logistics, and other internal teams to support customer needs and business objectives.

You Will Make an Impact By

• Serve as a primary contact for customer inquiries and provide timely, professional support via phone, email, or other communication channels.


• Support customers throughout the sales process, including both pre-sales and post-sales activities.


• Prepare and provide quotations, pricing information, promotional offers, and discounts in accordance with company guidelines.


• Process customer requests related to product returns, exchanges, repairs, and Return Material Authorizations (RMAs).


• Create and maintain service tickets and related documentation to ensure accurate tracking and resolution of customer issues.


• Monitor and update customer records, order statuses, return transactions, and service activities within company systems.


• Communicate the status of sales orders, deliveries, repairs, replacements, and returns to customers and internal stakeholders.


• Coordinate with Sales, Operations, Supply Chain, Service, and other cross-functional teams to ensure customer requirements are met.


• Schedule and coordinate field service visits or repair activities when required.


• Respond to requests for product information, documentation, and other company materials.


• Maintain accurate records of customer interactions, pricing updates, product changes, and service activities.


• Assist in resolving customer issues related to orders, returns, credits, and billing inquiries.


• Support continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.

Skills You Bring

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


• Fresh graduates are encouraged to apply. Prior internship, customer service, administrative, or sales support experience will be an advantage.


• 1-3 years of experience in customer service, order management, sales support, or a related customer-facing role is preferred.


• Strong verbal and written communication skills.


• Proficiency in Microsoft Office applications and customer relationship management (CRM) or ERP systems.


• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.


• Demonstrated problem-solving skills and customer-focused mindset.


• Ability to work effectively both independently and within a team environment.

Preferred Skills (Good To Have)

• Experience supporting B2B customers in a manufacturing, laboratory, healthcare, or technical environment.


• Familiarity with order processing, returns management, and service coordination.


• Experience using systems such as SAP, Oracle, Salesforce, or similar platforms.

#LI-DNI

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries(“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: [e-mail].