Customer Service Executive

ICONNEXION ASIA PTE LTD; Penang; On-site; MYR 47,000 - 74,000; Full time

Job summary

ICONNEXION ASIA PTE LTD in Malaysia is seeking a dedicated Customer Service professional to act as the main contact for EMS and Contract Manufacturer customers, handling inquiries with prompt, professional responses. The role covers order processing, delivery coordination, and issue resolution to ensure accurate pricing, timely deliveries, and high customer satisfaction.

You will maintain thorough documentation, generate periodic service reports, and contribute to continuous process improvements

Qualifications

• Diploma, Advanced Diploma, or higher qualification in any related field.
• Prior experience in customer service is preferred.
• Candidates with buyer, sourcing, or customer support experience in electronics/EMS/semiconductors are encouraged to apply.
• Proficient in Microsoft Office applications, especially Excel (VLOOKUP, Pivot Table, data analysis, and reporting), Word, and PowerPoint.
• Strong interpersonal, written, and verbal communication skills.
• Able to work independently, manage multiple tasks, and meet deadlines.
• Proficient in both Mandarin and English to support communication with Mandarin-speaking and English-speaking customers.
• Strong organizational, time management, analytical, and problem-solving skills.

Responsibilities

• Customer Relationship Management: Serve as the primary point of contact for EMS and Contract Manufacturer customers, responding to inquiries promptly and professionally.
• Order Processing: Manage end-to-end order processing activities, including receiving, entering, and monitoring customer purchase orders to ensure accuracy in pricing, specifications, and delivery schedules.
• Delivery Coordination: Coordinate closely with suppliers or internal departments to monitor the schedules and ensure on-time deliveries, communicating status changes to customers.
• Issue Resolution: Handle and resolve issues related to orders, deliveries, quotations, and customer concerns by working with internal teams.
• Documentation & Reporting: Maintain accurate records of customer interactions, order status, and delivery updates; prepare periodic reports on customer activities and service levels.
• Continuous Improvement: Support process improvement initiatives to enhance operational efficiency, service quality, and customer satisfaction.

Job description

Customer Relationship Management: Serve as the primary point of contact for EMS and Contract Manufacturer customers, responding to inquiries and requests promptly and professionally.

Order Processing: Manage end-to-end order processing activities, including receiving, entering, and monitoring customer purchase orders to ensure accuracy in pricing, specifications, and delivery schedules.

Delivery Coordination: Coordinate closely with suppliers or internal departments to monitor the schedules and ensure on-time deliveries. Provide proactive communication to customers regarding order status, schedule changes, or potential delays.

Issue Resolution: Handle and resolve issues related to orders, deliveries, quotations, and customer concerns efficiently by working collaboratively with internal teams.

Documentation & Reporting: Maintain accurate records of customer interactions, order status, and delivery updates. Prepare periodic reports related to customer activities, service performance, and satisfaction levels.

Continuous Improvement: Support process improvement initiatives to enhance operational efficiency, service quality, and overall customer satisfaction.

Job Requirements

Diploma, Advanced Diploma, or higher qualification in any related field.

Prior experience in customer service is preferred.

Candidates with buyer, sourcing, or customer support experience in the electronics, semiconductor, EMS, or electronics distribution industries are encouraged to apply.

Strong proficiency in Microsoft Office applications, especially Microsoft Excel (VLOOKUP, Pivot Table, data analysis, and reporting functions), Word, and PowerPoint.

Strong interpersonal, written, and verbal communication skills.

Able to work independently, manage multiple tasks, and meet deadlines effectively.

Proficient in both Mandarin and English to support communication with Mandarin-speaking and English-speaking customers.

Strong organizational, time management, analytical, and problem-solving skills.