Customer Service & Commercial Operations Analyst

HTC Global Services MSC Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

HTC Global Services MSC Sdn Bhd is seeking an experienced Customer Service & Commercial Operations Analyst to support customer service operations, order-to-cash activities, and business reporting across Asia Growth Markets. The role collaborates with customers, distributors, sales teams, warehouse, and shared services to ensure smooth order management and timely issue resolution.

The ideal candidate will have a Bachelor’s degree, 4–5 years of related experience, and strong SAP/Oracle and Excel

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.
• 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.

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

Customer service

Order management

Data analysis

SAP/Oracle

Excel (VLOOKUP)

Stakeholder management

Process improvement

Education

Bachelor's degree

Tools

Salesforce

SAP

Oracle

Excel

Job description

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.

Established in 1990, HTC Global Services is an Inc. 500 Hall of Fame company and one of the fastest growing Asian American companies in the US with headquarters in Troy, Michigan. A global provider of IT Solutions and Business Process Outsourcing services, HTC’s client base spans several Global 2000 organizations. HTC is committed to providing solutions that translate into tangible business outcomes for our customers. HTC manages IT environments, IT applications, and business processes of customers, focusing on providing transformational benefits.

Mission:

We are a global IT solutions provider adding value to our clients and people through emerging technologies. We are dedicated to the success of our clients, employees, business partners, suppliers, community, and stakeholders

Established in 1990, HTC Global Services is an Inc. 500 Hall of Fame company and one of the fastest growing Asian American companies in the US with headquarters in Troy, Michigan. A global provider of IT Solutions and Business Process Outsourcing services, HTC’s client base spans several Global 2000 organizations. HTC is committed to providing solutions that translate into tangible business outcomes for our customers. HTC manages IT environments, IT applications, and business processes of customers, focusing on providing transformational benefits.

Mission:

We are a global IT solutions provider adding value to our clients and people through emerging technologies. We are dedicated to the success of our clients, employees, business partners, suppliers, community, and stakeholders