Customer Service & Commercial Operations Analyst

HTC Global Services; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Job summary

Jora Malaysia in Kuala Lumpur is seeking an experienced Customer Service & Commercial Operations Analyst to support customer service operations, order-to-cash activities, business reporting and process improvement across Asia Growth Markets. You will work closely with customers, distributors, sales teams, warehouse and shared services to ensure accurate order management and timely issue resolution.

The ideal candidate has a Bachelor's degree and 4–5 years in customer service or commercial

Qualifications

• Bachelor's Degree or equivalent.
• 4–5 years of total working experience in customer service, commercial operations, order management, business operations, shared services or a relevant field.
• Minimum 2 years of hands-on experience with SAP or Oracle.
• Strong practical experience using Microsoft Excel, particularly VLOOKUP, for data analysis, reconciliation and reporting.
• Strong analytical and problem-solving skills with the ability to work with large amounts of data.

Responsibilities

• Manage and resolve customer service cases through Salesforce/CRM, including case triage, follow-up, resolution and closure.
• Support Order-to-Cash (O2C) and order management processes, working closely with distributors and country teams.
• Monitor orders against forecasts and ensure key cut-off timelines and deliverables are met.
• Coordinate service repairs and shipment activities with warehouse teams.
• Work with Global Shared Services and internal stakeholders to improve order management, service contract and registration processes.
• Identify and implement process improvements to increase operational efficiency.
• Prepare and maintain business reports using SAP/Oracle, BI and CRM data.
• Analyse operational data such as warranty, registrations, customer cases and order activities.
• Use Microsoft Excel, including VLOOKUP, for data analysis, reconciliation and reporting.
• Provide meaningful analysis and practical recommendations to improve processes, efficiency and cost optimization.

Skills

Excellent English communication

Analytical thinking

Data analysis

Time management

Stakeholder management

Education

Bachelor's Degree or equivalent

Tools

Salesforce/CRM

SAP

Oracle

Excel (VLOOKUP)

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Service & Commercial Operations Analyst

We are looking for an experienced Customer Service & Commercial Operations Analyst to support customer service operations, order-to-cash activities, business reporting and process improvement across Asia Growth Markets. The role will work closely with customers, distributors, sales teams, warehouse, shared services and internal stakeholders to ensure smooth order management, case resolution, reporting and operational execution.

Key responsibilities

• Manage and resolve customer service cases through Salesforce/CRM, including case triage, follow-up, resolution and closure.
• Support Order-to-Cash (O2C) and order management processes, working closely with distributors and country teams.
• Monitor orders against forecasts and ensure key cut-off timelines and deliverables are met.
• Coordinate service repairs and shipment activities with warehouse teams.
• Work with Global Shared Services and internal stakeholders to improve order management, service contract and registration processes.
• Identify and implement process improvements to increase operational efficiency.
• Prepare and maintain business reports using SAP/Oracle, BI and CRM data.
• Analyse operational data such as warranty, registrations, customer cases and order activities.
• Use Microsoft Excel, including VLOOKUP, for data analysis, reconciliation and reporting.
• Provide meaningful analysis and practical recommendations to improve processes, efficiency and cost optimization.

About you

• Bachelor's Degree or equivalent.
• 4–5 years of total working experience in customer service, commercial operations, order management, business operations, shared services or a relevant field.
• Minimum 2 years of hands‑on experience with SAP or Oracle.
• Strong practical experience using Microsoft Excel, particularly VLOOKUP, for data analysis, reconciliation and reporting.
• Strong analytical and problem‑solving skills with the ability to work with large amounts of data.
• Excellent written and verbal English communication skills.
• Strong organizational and time‑management skills with excellent attention to detail.
• Ability to prioritize multiple tasks and deliver within tight timelines.
• Strong stakeholder management and teamwork skills.
• Proactive, adaptable and willing to learn and drive continuous improvements.