Customer Relationship Coordinator

Ewarans Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service firm located in Kuala Lumpur is looking for a proactive Customer Relationship Coordinator. The role involves managing customer orders, ensuring exceptional service, and maintaining strong customer relationships. Candidates should possess excellent communication and interpersonal skills, a resilient attitude, and the ability to handle multiple tasks efficiently. Experience with ERP systems such as SAP Business One is highly regarded. The position requires own transport due to limited public transport accessibility.

Qualifications

• Strong customer service orientation with excellent communication and interpersonal skills.
• High attention to detail with the ability to manage multiple tasks and priorities.
• Calm, resilient, and solution-focused when dealing with challenging customers.
• Comfortable working with ERP systems (experience with SAP B1 is highly regarded).

Responsibilities

• Deliver a high standard of customer service across all customer touchpoints.
• Receive and manage customer orders and general enquiries via phone and email.
• Respond promptly to all customer enquiries and complaints.
• Accurately process customer orders in Advansa’s ERP system.
• Take ownership of customer orders from receipt through to delivery.
• Provide clear and timely updates to customers.
• Liaise closely with logistics providers to coordinate deliveries.
• Handle escalated customer interactions calmly and professionally.
• Maintain accurate customer records.
• Select appropriate freight carriers based on delivery size.
• Monitor stock levels across distribution centres.
• Actively participate in telesales activities.

Skills

Customer service orientation

Communication skills

Interpersonal skills

Attention to detail

ERP systems knowledge

Resilience

Organisational skills

Tools

SAP Business One

Job description

Ewarans Sdn Bhd – Mont Kiara, Kuala Lumpur

This position is based at Solaris Mont Kiara.

Own transport is required as public transport accessibility is limited.

About the Role

We are seeking a proactive and customer-focused Customer Relationship Coordinator to deliver an exceptional service experience to Advansa’s customers. This role is integral in managing customer orders, enquiries, and ongoing relationships while ensuring accuracy, efficiency, and professionalism at all times.

Key Responsibilities

• Deliver a high standard of customer service across all customer touchpoints, consistently representing Advansa in a positive and professional manner.
• Receive and manage customer orders and general enquiries via phone and email.
• Respond promptly, professionally, and courteously to all customer enquiries and complaints; document issues accurately and elevate to the Team Lead where required.
• Accurately process customer orders in Advansa’s ERP system (SAP Business One) in accordance with standard operating procedures.
• Take ownership of customer orders from receipt through to delivery, ensuring timely processing and reliable on-time fulfilment.
• Provide clear and timely updates to customers and Business Development Executives on order status, including follow-ups, ETAs, and proof of delivery (POD).
• Liaise closely with logistics providers and freight partners to coordinate deliveries and resolve any delivery-related issues.
• Handle difficult or escalated customer interactions calmly and professionally, working towards fair and positive resolutions even in challenging situations.
• Maintain accurate customer records, ensuring proper filing and systematic archiving of documentation.
• Select appropriate freight carriers based on delivery size, weight, and cost, ensuring competitive and fair freight charges for customers.
• Monitor stock levels across distribution centres (QLD, VIC, and SA) and recommend stock transfers or replenishment to the Team Lead to prevent stock-outs and maintain balanced inventory levels.
• Actively participate in telesales activities, including outbound customer calls to up-sell products and maintain customer accounts as directed.
• Review and analyse customer transactions and sales history to support marketing initiatives, promotional activities, and sales visit planning for Business Development Executives.

About You

• Strong customer service orientation with excellent communication and interpersonal skills.
• High attention to detail with the ability to manage multiple tasks and priorities.
• Calm, resilient, and solution-focused when dealing with challenging customers.
• Comfortable working with ERP systems (experience with SAP B1 is highly regarded).
• Proactive, organised, and able to work collaboratively within a team environment.