Customer Service Executive

Taylor-Wharton; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A gas containment equipment provider based in Kuala Lumpur is looking for a customer service coordinator. The role involves managing customer inquiries, complaints, and sales proposals to enhance customer satisfaction. Candidates should have a degree in Engineering, Business, or Marketing, along with 3-5 years experience in the pressure vessel or industrial gas sector. Strong communication and interpersonal skills are essential. The position offers a full-time contract and requires adherence to ISO9001:2015 standards.

Qualifications

• 3-5 years of working experience in pressure vessel or industrial gas related industry.
• Knowledgeable in ISO 9001:2015 QMS documentation.
• Strong interpersonal and communication skills.

Responsibilities

• Manage customer inquiries and pricing proposals.
• Handle customer complaints with confidence and tact.
• Monitor customer purchase orders and provide updates.
• Analyze sales trends and report on customer performance.
• Maintain ISO9001:2015 documentation.

Skills

Good communication skills

Interpersonal skills

Ability to work well under pressure

Education

Degree in Engineering, Business, Marketing

Job description

Job Details

Job Location: Malaysia

Position Type: Full Time

Position Summary

Coordinates sales and customer services related activities of Taylor-Wharton of gas containment equipment and supplies, determines customer service requirements and maintains a close relationship with customers, finding ways to measure customer's satisfaction and improve services. Manages work closely with cross‑functional team to meet customer's requirements and expectations within the timeline given.

Primary Responsibilities & Skills

• Managing customer's requirements, inquiries, pricing proposal and coordinating closely with internal cross‑functional team (Pricing/Proposal Engineering, Production, Engineering, QA, Supply Chain, Shipping, Finance etc) to meet customer's requirements within the timeline/lead time given in the assigned territory.
• Providing comprehensive quotation with all requirements needed by customers within the proper timeline and lead time, monitoring closely and updating customers if there are any changes on lead time. Following up with each quotation sent to customers and closing the deal.
• Handling customer complaints or any other major incidents with confidence, patience, politeness and providing suggestions or feedback to cross‑functional team or superior to discuss possible improvements to customer service.
• Monitoring customer's purchase order and providing constant updates on completion dates, shipments or delivery status.
• Maintaining accurate price list and costing, updating customers as per requirement schedules.
• Analyzing, updating sales trend and performance of customers on a monthly basis and actively ensuring the sales trend meets TW's expectations.
• Strong interpersonal skills and strong communication skills to strengthen customer relationships.
• Involving in sales and marketing activities such as sales promotion material, product information, product advertisement in social media, sales workshops, etc.
• Reviewing articles in trade publications to keep abreast of technological developments in types of professional equipment merchandised.
• Improving customer service quality results by conducting surveys, evaluating and redesigning processes, communicating service metrics, monitoring and analysing survey results with the customer service team.
• Updating and maintaining ISO9001:2015 documentation for the Customer Service Department.
• Meeting customer service KPIs including customer's enquiry timeline, pricing proposal lead time, sales order processing timeline, updating customer on latest costing as scheduled, and resolving customer complaints within the timeline given.

Qualifications

• Degree in Engineering, Business, Marketing, etc.
• 3-5 years of working experience preferably in pressure vessel or industrial gas related industry.
• Good communication and interpersonal skills.
• Patience, politeness, confidence, tact and diplomacy, when dealing with difficult situations.
• An ability to work well under pressure.
• Knowledgeable in ISO 9001:2015 QMS documentation.