Customer Service Executive

H & R Chempharm; Sitiawan; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading chemical company in Perak seeks a Customer Service Manager to oversee all customer service activities, manage order fulfillment, and liaise with various departments. The role requires a minimum of 3 years of experience in customer service or logistics, with a diploma or degree in a related field. Strong problem-solving skills and a good command of English and Bahasa Malaysia are essential. The candidate will also handle customer satisfaction initiatives and develop operating SOPs according to ISO standards.

Qualifications

• Minimum 3 years of experience in customer service or logistics.
• Ability to maintain accurate records and reports.
• Strong interpersonal skills to liaise with various departments.

Responsibilities

• Manage customer service activities for order fulfillment.
• Assist in customer satisfaction surveys with sales team.
• Develop and maintain operating SOPs in line with ISO 9001:2015.

Skills

Good Command of English

Problem solving

Confident under pressure

Education

Diploma / Degree in related field

Job description

Responsible and oversight of CS activities in the assigned H&R entities

Lead and manage customer service activities to achieve timely customer orders fulfilment and customer support to the stakeholders

Assist Sales Manager and Sales Support Manager on the annual customer satisfaction survey

Maintain interface between Customer, Sales, Transporter, Logistics and Operation in terms of the order management & demand fulfilment process

Manage and support all customer order management related requirements pre-sales and post sales such as new customer CRM/E1 set-up, etc.

Develop Delivery Policy on order fulfilment lead-time and recommend logistics providers to achieve lowest logistics cost. Implement annual cost improvements measures to achieve best-in‑class rates as directed by Line Managers

Collates sales demand forecast and order data to develop weekly and monthly delivery plan

Liaise with Technical team on COA issue and any customer complaint on the quality related issues

Apply custom form (K1/K2/K8) and Form D, E, etc. when necessary and managed both domestic and oversea sales shipment for documentation preparation and coordination works

Liaise with other departments, discussing annual company targets, KPIs and agreeing on action plans to be taken with Sales Manager or Sales Support Manager

Develop and maintain CS operating SOPs in compliance with ISO 9001:2015

Order taking, delivery arrangement and tracking (change management such as rescheduling, add‑on order and order cancellation).

Oversee the CS activities such as daily processing of customer’s order placement into E1, timely communication to customers on delivery related updates, daily deliveries status and activities, accurate invoicing, etc.

Assist Sales Manager or Sales Support Manager to achieve customer service KPIs in a timely manner

Support Logistics team in term of annual logistics provider’s performance and costs with Technical team (Purchasing) to derive the lowest delivery route/ mode option at to customers in a timely manner

Update the Weekly Stock status and Weekly Receipts File

Assist Purchasing and Planning department for the Production and Inventory monitoring

Assist and managed SI, B/L, packing list, DO, marine insurance purchase and other related documents for import and export cargos such as raw materials and finished goods.

Compile and update the Customer Service SOP, policies, and standards as per ISO 9001:2015 guideline

Monitor and assist Sales Manager, Sales Support Manager for the customer payment and collection

Develop customer satisfaction goals and coordinate with the Sales/Logistics team to meet them on a steady basis.

Maintain accurate records and document all customer service activities and discussions.

Compile service statistics and prepare detailed reports on delivery, also key-in any customer compliant into FMIS.

Follow up on customer feedback/ FMIS closure.

Undertake any additional assignment as may be directed by Sales Manager or Sales Support Manager

Able to react to change productively and handle other essential tasks as assigned.

Requirements

Good Command of English/ Bahasa Malaysia

Experience in CS and or logistics field

Good diagnostic and problem solving

Be confident to respond positively when under pressure

Education : Diploma / Degree in related field

Experience : 3 years and above

Special Note

You will be required to travel and to work at Port Klang or Batu Caves if needed