Customer Service Executive

Phoenix Contact; Petaling Jaya; On-site; MYR 33,000 - 61,000; Full time

Job summary

Phoenix Contact in Malaysia seeks an indoor sales professional to support quotation generation and customer engagement. You will source opportunities, manage inquiries, and coordinate orders and deliveries for assigned customers, ensuring smooth freight operations and documentation.

The role requires 2+ years of indoor sales experience, proficiency in MS Excel and Word, and strong communication in English; Chinese language is a plus.

Qualifications

• Diploma or degree with at least 2 years of indoor sales experience.
• Proficient in MS Excel and MS Word.
• Customer-oriented with a pleasant personality.
• Good communication, analytical and problem-solving skills.
• Fluent in English (written and spoken).
• Ability to communicate in Chinese (spoken and written).
• Disciplined, hardworking and able to perform under pressure.
• Detail oriented, resourceful and able to work independently.

Responsibilities

• Support Outdoor sales team on quotation generation and set up appointments with potential customers.
• Source new sales opportunities through inbound lead follow-up and outbound calls and emails.
• Route qualified opportunities to sales executives for further development and closure.
• Execute customer purchase orders and coordinate deliveries, ensuring smooth freight operations and documentation.
• Identify risks in business process changes and order fulfilment processes.
• Implement process improvements to enhance customer service operations.
• Respond to customer enquiries promptly and maintain focus on customer satisfaction.

Skills

Customer oriented

Communication skills

Analytical skills

Problem solving

English language

Chinese language

Detail oriented

Independent worker

Education

Diploma/Degree

Tools

MS Excel

MS Word

Job description

• Support Outdoor sales team on quotation generation, sets up appointments with potential customers.
• Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
• Routing qualified opportunities to the appropriate sales executives for further development and closure.
• Execute customer purchase order and coordinate deliveries for assigned customers and ensure smooth running of freight operation and documentations procedures.
• Identify risks associated with different approaches of business process change in order fulfilment processes.
• Implement business process improvement solutions to achieve effectiveness in customer service operations.
• Always maintain customer focus, strive to exceed customer expectations wherever possible and respond to customers' enquiries such as delivery schedules, quotations etc. promptly.
• Resolve customer complaints by being the focal person in driving for solutions.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers' queries are investigated and resolved, escalating issues to the Reporting Manager if appropriate.
• Maintain advanced working knowledge of all customer service processes for different business segments and communicate discrepancies/issues to Reporting Manager when necessary.
• Ensure internal and external customers are serviced promptly, respectfully and accurately.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Demonstrate a positive and flexible approach to changing business priorities.
• Assist Reporting Manager and management with any special projects assigned and provide backup to Reporting Manager when necessary.
• Support Reporting Manager and management on monthly report submission preparation

Requirement

• Diploma/Degree in any discipline with at least 2 years in indoor sales experience.
• Proficient in Microsoft office application especially in MS Excel and MS Words
• Customer-oriented with a pleasant personality.
• Good communication, analytical and problem-solving skills.
• Fluent in English in both written and spoken.
• Ability to communicate in Chinese (spoken and written) is required / preferred.
• Pleasant personality with initiative and customer-oriented.
• Disciplined, hardworking and able to perform under pressure.
• Detail oriented, resourceful and ability to work independently.