Customer Service Representative

Karcher; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading provider of cleaning solutions is seeking a Customer Service and Customer Care Representative in Shah Alam, Malaysia. You'll manage the end-to-end order management cycle, ensuring accurate processing of customer orders while providing high-quality support across all channels. The role requires at least 3-5 years of relevant experience in order management, proficiency in SAP, and strong communication skills in both English and Bahasa Malaysia. Join the team and contribute to operational excellence and customer satisfaction.

Qualifications

• Minimum 3–5 years of relevant experience in order management or customer service.
• Experience supporting B2B and/or B2C environments in FMCG or retail.
• Proficiency in English & Bahasa Malaysia.

Responsibilities

• Manage end-to-end customer order processing.
• Ensure accurate and timely processing of customer orders.
• Provide general customer support across all available channels.

Skills

Attention to detail

Organizational skills

Problem-solving

Communication skills

Education

Diploma or Bachelor’s degree in Business Administration or related field

Tools

SAP

Job description

Overview

Join the team at Karcher Cleaning Systems Sdn Bhd, a leading provider of cleaning solutions, as a Customer Service and Customer Care Representative. In this role, you will manage the end-to-end order management cycle, ensuring accurate, timely processing of customer orders while delivering a high standard of support to internal teams and external clients. This role ensures efficient logistics coordination, invoicing, and system data integrity, contributing to operational excellence and customer satisfaction.

Order Entry & Fulfilment

• Manage end-to-end customer order processing in coordination with the Sales team.
• Enforce correct pricing and discounts according to annually updated guidelines while collaborating with Finance to ensure compliance with customer credit terms.
• Prepare delivery notes and all required shipping documents while coordinating the timely shipment of customer orders and warehouse drop-offs.
• Work closely with the Demand Planner regarding stock availability and incoming shipments.
• Liaise with the 3PL warehouse for missing serial numbers or special delivery arrangements.
• Manage delivery exceptions (e.g., returns, refusals, rejections) and handle Proof of Delivery (POD) documentation from delivery partners.
• Support Professional Direct Sales and Dealers with AR (accounts receivable management) to avoid order replenishment block.
• Verify and validate delivery partner billings prior to payment processing while managing backorders and coordinating logistics activities.
• Provide general customer support across all available channels (phone, email, chat, etc.) while managing and sharing accurate information with customers and internal departments.
• Ensuring an accurate and customer-oriented processing of orders, complaints, and customer requests in line with SLAs
• Handle product application requests and general product inquiries, provide pricing and availability information, and manage customer requests related to delivery timelines and open orders.
• Handle customer complaints and claim requests, independently identifying and coordinating solutions across the organization when information is not readily available within the department
• Monitoring and administrative processing of the delivery times for the products and accessories, so that a timely and complete delivery is guaranteed
• Managing administrative tasks, such as processing quotations, sending customer documentation, and handling credit notes and returns.
• Arrange repairs for private end consumers, both in and out of warranty, and provide after-sales support for the Kärcher online shop.
• Store and maintain customer information in the appropriate databases while collaborating with other departments to resolve complex customer issues

System Management, Reporting & Data Analysis

• Manage CRM-related activities, including creation and maintenance of Customer Master Data.
• Prepare, publish, and monitor KPI reports while performing regular sales and CRM data analysis to support business performance tracking and informed decision-making.

Others

• Responsible for managing Infonet and SAP systems, including training, manuals, process optimization, and project support.
• Participate in operational activities such as year-end stock takes and execute ad hoc tasks or special assignments as directed by management.

Job Requirements

• Diploma or Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related field.
• Minimum 3–5 years of relevant experience in order management, customer service, supply chain, logistics, or sales operations.
• Experience supporting B2B and/or B2C environments, preferably within FMCG, industrial, retail, or e-commerce sectors.
• Hands-on experience with SAP systems for order processing, billing, inventory, and reporting.
• Strong attention to detail with a high level of accuracy in data and documentation.
• Excellent organizational and time management skills, with the ability to manage multiple priorities.
• Customer-focused mindset with strong problem-solving and decision-making abilities.
• Effective communication skills, both written and verbal, with internal teams and external customers.
• Ability to work independently while collaborating effectively within cross-functional teams.
• Proficiency in English & Bahasa Malaysia (spoken and written).