Customer Serive Executive

Premier Farnell; Penang; On-site; MYR 60,000 - 90,000; Full time

Job summary

Premier Farnell in Penang, Malaysia, seeks a customer support specialist to respond to inquiries, expedite orders, and resolve issues. You will communicate dispositions and research orders to ensure timely delivery.

The role requires five years of related experience and a High School Diploma. You will maintain records, assist with invoicing and returns, and contribute to process improvements while upholding consumer-law compliance.

Qualifications

• Experience in handling customer inquiries and resolving issues.
• Proficient in written and spoken English.
• Familiar with order processing, invoicing, and document management.

Responsibilities

• Responds to customer inquiries, expedites critical orders, and researches and resolves issues.
• Maintains and updates electronic and/or hard copy records as required.
• Supports the sales team with order tracking, stock queries, and problem resolution.
• Identifies opportunities to improve processes and KPIs.
• Ensures customer relations are maintained and complaints resolved fairly.

Skills

Customer service

Communication

Problem solving

Multitasking

Education

High School Diploma

Tools

Email

Microsoft Office

Job description

Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.

• May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers (including order expediting, stock queries, reporting and stock rotation).
• May Identify, investigate, and participate in opportunities to improve processes and procedures, to include various key performance metrics.
• Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
• Maintains and updates electronic and/or hard copy records as required.
• Other duties as assigned.

Job Level Specifications

• Extensive knowledge of the organization, job, practices and procedures, enabling a high level of contribution.
• Completes complex assignments requiring significant judgment, initiative and problem solving skills.
• Work is performed under minimal guidance and assigned in the form of desired expectations. Independent judgment is used to determine best approach and creativity is expected to achieve maximum results and handle new situations.
• Collaboration with internal or external contacts. May participate on teams for special assignments. Responds to requests from senior management, internal and/or external contacts.
• Actions may have significant impact to department as well as others. Errors may be difficult to detect and remedy and potentially result in loss of customer business, materials, money and/or time.

Work Experience

• Typically requires a minimum of five years of related experience.

Education and Certification(s)

• High School Diploma or equivalent

Distinguishing Characteristics

• Must have computer, email, phone, communication and problem solving skills.
• Must be able to multi-task and work in a fast paced environment.
• May require fluency in more than one language.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.