Customer Service Agent (Mandarin Speaker)

Ecolab, Inc.; Selangor; On-site; MYR 40,000 - 60,000; Full time

Job summary

Ecolab, Inc. is seeking an Order Management Representative to support customers across multiple divisions in Malaysia. You will handle order entry, backorder management, and related documentation while upholding high quality standards.

Fluent English and Mandarin, a Diploma, and strong communication skills are required; experience in order management and ERP exposure are preferred. The role involves coordinating with sales and field personnel in a fast-paced environment.

Qualifications

• Diploma required or equivalent.
• Proficiency in Mandarin and English.
• Experience in order management is preferred.

Responsibilities

• Responds to internal and external customers while maintaining good relations.
• Process entry of sales orders into ERP with high quality standards.
• Resolve customer issues related to ordering, delivery, pricing, and backorders.
• Coordinate with internal stakeholders to resolve order processing problems.
• Provide copies of invoices, technical sheets, and SDS upon request.
• Communicate customer messages promptly to sales and field personnel.
• Handle 20–50 inbound calls daily.
• Comply with company policies and performance goals.
• Participate in continuous improvement efforts.
• Assist in coaching and onboarding new employees.
• Support operational objectives through project duties.

Skills

Mandarin proficiency

English proficiency

Education

Diploma in any field

Job description

Ecolab is seeking an Order Management Representative to support customers across multiple divisions. The work is to support our customers and field associates in relation to order management, including but not limited to order entry, backorder management, complaint resolution, and sending documents on request. We also expect the person to contribute to continuous improvement of our customer experience and processes.

Main Responsibilities

• Responds to both internal and external customers while maintaining good customer relations.
• Process entry of sales order into the ERP system adhering to high quality standards.
• Ensure customer issues relating to ordering get resolved in time, including but not limited to delivery or pricing discrepancies & backorder situations.
• Work with all internal stakeholders to resolve problems related to the order processing cycle and ensure all customer notes are maintained.
• Perform general customer service related administrative duties such as providing copies of invoices, technical information sheets, and SDS etc.
• Promptly communicate messages received from customers to the sales and field personnel.
• Manages a daily volume of 20–50 inbound calls.
• Complies with all company and departmental policies, procedures, and guidelines.
• Achieves individual performance goals through effective time management.
• Participate in continuous improvement efforts.
• Provide support in coaching and onboarding new employees.
• Performs project duties as directed to support operational objectives.

Minimum Qualifications

• Diploma in any field.
• Proficiency in Mandarin and English.

Preferred Qualifications

• 1 year of Order Management and Customer Service experience.
• Familiarity with enterprise systems and telecommunications platforms is an added advantage.
• Strong oral and written communication skills, high proficiency in the English language.
• Ability to work independently in a multi-division, fast paced environment
• Experience with Microsoft Office software (Excel, Word, PowerPoint, OneNote and Outlook)