Customer Service Executive

Saint-Gobain Gyproc Malaysia; Shah Alam; On-site; MYR 48,000 - 61,000; Full time

Job summary

Saint-Gobain FOSROC Distribution Hub in Shah Alam is seeking a proactive Customer Service and Sales Order Administrator to join our team. You will manage end-to-end order processing, coordinate with multiple internal departments, and maintain accurate records to support on-time delivery and strong customer satisfaction.

The role requires a Diploma or degree in a related field, 2–5 years in B2B environments, and solid ERP experience (M3) plus MS Office, especially Excel.

Qualifications

• Diploma or degree in business or related field.
• Minimum 2–5 years in customer service, sales administration, or sales order management.
• Strong knowledge of the Order-to-Cash (O2C) process.
• ERP systems or similar and MS Office, especially Excel.
• Excellent communication, coordination, and problem-solving skills.
• Experience supporting regional or multinational customers.

Responsibilities

• Deliver exceptional customer support across channels.
• Act as primary contact for customers, ensuring high service standards.
• Process and manage customer sales orders from receipt to invoicing.
• Review and validate order details including pricing and delivery requirements.
• Coordinate with Sales, Planning, Procurement, Warehouse, Logistics, and Finance.
• Monitor order status in the order-to-cash cycle.
• Manage order amendments and exceptions.
• Maintain accurate sales order records in M3.
• Prepare and monitor fulfilment reports and KPIs.

Skills

ERP systems

Microsoft Excel

Customer service

O2C process

Cross-functional coordination

Attention to detail

Education

Degree in Business Administration or related

Tools

M3 ERP

Microsoft Office

Job description

• Deliver exceptional customer support by responding to inquiries, resolving issues promptly, and ensuring a positive customer experience across all communication channels.
• Act as the primary point of contact for customers, maintaining high service standards, building customer loyalty, and supporting the achievement of business service and satisfaction goals.

Key Responsibilities:

• Process and manage customer sales orders accurately and timely from order receipt through to delivery and invoicing, ensuring compliance with company procedures.
• Review and validate order details, including customer information, pricing, product availability, delivery requirements, payment terms, and supporting documentation.
• Coordinate with internal departments such as Sales, Planning, Procurement, Warehouse, Logistics, and Finance to ensure smooth order fulfilment and on-time delivery.
• Monitor order status throughout the entire order-to-cash cycle, proactively identifying and resolving any issues that may impact delivery schedules or customer satisfaction.
• Manage order amendments and exceptions, including changes to quantities, delivery dates, cancellations, returns, and credit/debit note requests.
• Maintain accurate sales order records in M3 systems, ensuring all transactions, customer communications, and order updates are properly documented.
• Serve as the primary contact point for customers regarding order confirmations, shipment updates, delivery tracking, and post-delivery inquiries.
• Prepare and monitor order fulfilment reports and KPIs, ensuring service level agreements (SLAs), order accuracy, on-time delivery, and customer satisfaction targets are achieved.

Requirements:

• Diploma or Bachelor's Degree in Business Administration, Supply Chain Management, Marketing, or a related discipline.
• Minimum 2–5 years of experience in Customer Service, Sales Administration, or Sales Order Management in a B2B or manufacturing environment.
• Strong knowledge of the Order-to-Cash (O2C) process, including sales order entry, order fulfilment, delivery coordination, invoicing, and customer support.
• Proficiency in ERP systems or similar and Microsoft Office applications, particularly Microsoft Excel, with the ability to maintain accurate order records and reports.
• Excellent communication, coordination, and problem-solving skills, with the ability to manage multiple priorities while maintaining a high level of accuracy and customer focus.
• Knowledge of supply chain, logistics, inventory management, and export/import documentation processes.
• Experience supporting regional or multinational customers and collaborating with cross-functional teams across different locations.
• This role will be based at SAINT-GOBAIN FOSROC DISTRIBUTION HUB in Shah Alam.