CUSTOMER SERVICE EXECUTIVE

Sannis Frozen Product (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Sannis Frozen Product (M) Sdn Bhd is seeking a Customer Service Executive (FMCG) to manage enquiries, orders, and coordination with logistics to ensure on-time delivery and customer satisfaction.

The role requires strong communication in English and Bahasa Malaysia, problem-solving skills, and experience with Excel, CRM, and AutoCount. A relevant degree or diploma is preferred, with 2-3 years in similar roles.

Qualifications

• Bachelor's degree or Diploma in Business Management, Marketing, or related field preferred.
• 2-3 years of customer service experience in FMCG, food manufacturing or distribution.
• Proficiency in Excel for data analysis and reporting; familiarity with CRM and AutoCount is a plus.

Responsibilities

• Handle customer enquiries and resolve escalations across channels (phone, email, social media).
• Coordinate with logistics and warehouse teams to monitor shipments and manage returns or reverse charges.
• Serve as liaison for vendors, distributors and internal departments to align on delivery targets.

Skills

Communication

Problem solving

Coordination

Education

Bachelor's degree or Diploma in Business/Marketing

Tools

Excel

CRM

AutoCount

Job description

Job Title: Customer Service Executive (FMCG)

This role requires a blend of high-level communication, rapid problem-solving, and meticulous operational coordination to ensure seamless product delivery and customer satisfaction.

Key Responsibilities

• Enquiry & Complaint Management: Professionally manage customer enquiries and resolve escalations regarding product availability, billing discrepancies, or delivery delays across multiple channels including phone, email, and social media platforms.
• Order Fulfillment & Tracking: Coordinate with logistics and warehouse teams to monitor shipment progress, manage delivery workflows, and handle reverse charge requests or return shipments.
• Stakeholder Liaison: Act as a central point of contact for external vendors, distributors, and internal departments (Sales, Procurement, and Finance) to synchronize efforts and meet delivery targets.
• Data Management & Reporting: Maintain accurate records of customer interactions, prepare daily/weekly productivity and sales reports, and ensure all documentation (DO, Invoice, and Quotations) is processed according to Company SOPs.
• Process Improvement: Identify recurring service issues or product defects in the market and suggest actionable improvements to enhance operational efficiency and customer loyalty.
• Quality Control Support: Assist in investigating product quality issues at the customer level and participate in service quality audits (e.g., ISO 9001:2015 standards, HACCP).

Key Requirements

• Education: A bachelor’s degree or Diploma in Business Management, Marketing, or a related field is preferred.
• Experience: 2-3 years of customer service experience, preferably in FMCG, food manufacturing or distribution.
• Technical Proficiency: Microsoft Excel for data analysis and reporting, with familiarity in CRM & Auto count systems being an advantage.
• Communication: Professional working proficiency in English and Bahasa Malaysia; the ability to handle high-pressure environments and "difficult" customer interactions with diplomacy is essential.