Customer Service Executive

SUPER UNIART INDUSTRIES (M) SDN. BHD.; Malacca City; Vor Ort; MYR 44.000 - 60.000; Vollzeit

Zusammenfassung

SUPER UNIART INDUSTRIES (M) SDN BHD, a Malaysian plastic manufacturer established in Malacca, seeks a Customer Service Executive to coordinate orders from receipt to delivery. You will liaise with Planning, Production, Warehouse, Logistics, Finance, and QA to ensure accurate processing and timely fulfilment.

Minimum 2–3 years in Customer Service, Sales Admin, Order Management, or Supply Chain operations is required.

Qualifikationen

• Diploma or Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, or related discipline.
• Relevant experience may be considered in place of formal qualifications.
• Fresh graduates may apply.

Aufgaben

• Coordinate customer orders from receipt through delivery.
• Serve as primary contact between customers and internal teams.
• Maintain accurate order data in ERP and monitor delivery commitments.
• Track orders, liaise with planning/production/logistics to ensure on-time fulfilment.
• Handle complaints and provide timely updates on status.

Kenntnisse

Customer service

Order management

ERP navigation

Ausbildung

Diploma or Bachelor's Degree in Business Administration / Supply Chain / Logistics

Tools

SBMS ERP

Jobbeschreibung

To manage and coordinate customer orders from receipt through delivery, ensuring accurate order processing, timely fulfilment, and high levels of customer satisfaction.

The Customer Service Executive acts as the primary coordination point between customers and internal departments, including Business Development, Planning, Production, Warehouse, Logistics, Finance, and Quality Assurance, to ensure smooth order execution and effective resolution of customer-related issues.

The role is also responsible for maintaining accurate customer and order information in the ERP system, monitoring delivery commitments, and supporting continuous improvement in customer service operations.

2. Key Responsibilities

2.1 Customer Order Management

• Receive, review, and process customer Purchase Orders (POs) accurately and within the required turnaround time.
• Verify product specifications, pricing, order quantities, delivery dates, and customer requirements before order confirmation.
• Ensure all customer orders are accurately entered and maintained in the ERP system.
• Monitor outstanding orders, backorders, and order amendments to ensure timely fulfilment.
• Coordinate with Planning to confirm production schedules, stock availability, and delivery commitments.
• Maintain accurate and updated customer order records and supporting documentation.
• Ensure order changes, cancellations, and delivery adjustments are communicated promptly to relevant stakeholders.

2.2 Customer Communication & Relationship Management

• Serve as the primary contact for customers on order status, delivery schedules, and general enquiries.
• Provide timely and professional responses to customer requests and complaints.
• Communicate proactively with customers regarding delivery delays, order shortages, or changes in committed schedules.
• Coordinate with Business Development on customer demand changes, special requirements, and commercial matters.
• Maintain positive working relationships with customers through effective communication and service reliability.
• Escalate critical customer issues to the Customer Service Lead or Head of Supply Chain when necessary.

2.3 Delivery Coordination & Order Fulfilment

• Coordinate with Warehouse and Logistics to ensure deliveries are arranged according to confirmed customer schedules.
• Monitor daily delivery plans and ensure orders are prepared for dispatch on time.
• Verify delivery quantities and documentation against customer orders.
• Follow up on delayed deliveries, partial shipments, and outstanding orders until resolution.
• Monitor On-Time Delivery (OTD) and On-Time In-Full (OTIF) performance.
• Coordinate urgent customer requirements with Planning, Production, and Logistics.
• Ensure Proof of Delivery (POD) and relevant delivery documents are properly maintained.

2.4 Planning & Production Coordination

• Work closely with Planning to monitor order fulfilment against production schedules.
• Provide updated customer demand, confirmed orders, and delivery priorities to the Planning team.
• Highlight demand fluctuations, urgent orders, and potential supply shortages.
• Participate in weekly Sales & Operations Planning (S&OP) meetings to review customer requirements, delivery risks, and order fulfilment.
• Coordinate with Production and Planning to establish recovery plans for delayed or short-supplied orders.
• Support demand visibility through customer forecasts and order tracking.

2.5 ERP System & Documentation Management

• Ensure accurate and timely processing of customer orders in the company's ERP system (SBMS or other designated systems).
• Maintain customer master data, product codes, delivery instructions, and order information.
• Coordinate with Finance on invoicing requirements, credit holds, and customer account-related matters.
• Support the implementation and improvement of ERP-related customer service workflows.
• Maintain proper records of Purchase Orders, Delivery Orders, invoices, and customer correspondence.
• Ensure compliance with company procedures, document control requirements, and internal audit standards.

2.6 Customer Complaints & Issue Resolution

• Record, monitor, and coordinate customer complaints relating to delivery, order discrepancies, product quality, and service performance.
• Work with Quality Assurance, Planning, Production, and Logistics to investigate customer issues.
• Follow up on Corrective and Preventive Actions (CAPA) to ensure timely closure.
• Provide customers with regular updates on complaint investigations and resolution progress.
• Identify recurring customer service issues and recommend preventive improvements.

2.7 Reporting & Performance Monitoring

• Prepare and maintain daily and weekly customer order status reports.
• Monitor outstanding orders, delivery performance, and customer service issues.
• Support the preparation of weekly S&OP reports and monthly supply chain KPI reports.
• Highlight potential delivery risks and recommend corrective actions.
• Analyse order fulfilment trends and identify opportunities to improve customer service efficiency.
• Support initiatives to improve order processing accuracy, customer satisfaction, and overall supply chain performance.

3. Job Requirements

Education & Qualifications

Diploma or Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, or a related discipline.

Relevant experience may be considered in place of formal qualifications.

Working Experience

Minimum 2–3 years of experience in Customer Service, Sales Administration, Order Management, or Supply Chain Operations.

Experience in manufacturing, preferably plastic packaging, food packaging, or FMCG-related industries, is an advantage.

Familiarity with ERP systems and order processing procedures is preferred.

Experience coordinating with production planning, warehouse, and logistics teams is desirable.

Fresh graduate is encouraged to apply

Manufacturing, Transport & Logistics 51-100 employees

SUPER UNIART INDUSTRIES (M) SDN BHD is a Malaysian Plastic Manufacturer that specializes in manufacturing of plastic products, established in the year 1983 at Malacca, Malaysia.

We have vast experience since 1980s as one of the leading plastic packaging manufacturer to provide the best service and high quality products to our customers.

We have grown leaps and bounds from our humble beginnings to produce a diverse range of plastic products for Pharmaceutical, Food & Beverage, Consumer and Industrial applications within an area of 2 acres with built-up area of approximately 6,300m2.

Our company is certified with IS0 9001:2015 and we have Clean Rooms certified according to ISO 14644 standards facilities for our pharmaceutical products.

Our customer base ranges from SMEs to Multi-National Companies in various industries of Pharmaceutical, Food & Beverage, Consumer and Industrial in Malaysia. We also export to countries within Asia.

SUPER UNIART INDUSTRIES (M) SDN BHD is a Malaysian Plastic Manufacturer that specializes in manufacturing of plastic products, established in the year 1983 at Malacca, Malaysia.

We have vast experience since 1980s as one of the leading plastic packaging manufacturer to provide the best service and high quality products to our customers.

We have grown leaps and bounds from our humble beginnings to produce a diverse range of plastic products for Pharmaceutical, Food & Beverage, Consumer and Industrial applications within an area of 2 acres with built-up area of approximately 6,300m2.

Our company is certified with IS0 9001:2015 and we have Clean Rooms certified according to ISO 14644 standards facilities for our pharmaceutical products.

Our customer base ranges from SMEs to Multi-National Companies in various industries of Pharmaceutical, Food & Beverage, Consumer and Industrial in Malaysia. We also export to countries within Asia.

SUPER UNIART INDUSTRIES (M) SDN BHD is a Malaysian Plastic Manufacturer that specializes in manufacturing of plastic products, established in the year 1983 at Malacca, Malaysia.

We have vast experience since 1980s as one of the leading plastic packaging manufacturer to provide the best service and high quality products to our customers.

We have grown leaps and bounds from our humble beginnings to produce a diverse range of plastic products for Pharmaceutical, Food & Beverage, Consumer and Industrial applications within an area of 2 acres with built-up area of approximately 6,300m2.

Our company is certified with IS0 9001:2015 and we have Clean Rooms certified according to ISO 14644 standards facilities for our pharmaceutical products.

Our customer base ranges from SMEs to Multi-National Companies in various industries of Pharmaceutical, Food & Beverage, Consumer and Industrial in Malaysia. We also export to countries within Asia.