Customer Service Executive

H & R Chempharm; Sitiawan; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in petrochemicals seeks a Customer Service Executive to oversee order management and customer satisfaction. The role involves liaising between customers and sales, developing strategies for fulfillment, and executing logistics plans while ensuring compliance with quality standards. Applicants should hold a diploma or degree in a related field and have a minimum of 3 years of experience in customer service or logistics.

Qualifications

• Proficient in English and Bahasa Malaysia.
• Minimum 3 years of experience in CS and/or logistics fields.

Responsibilities

• Manage customer service activities and oversee order management.
• Maintain communication between customers, sales, and logistics.
• Develop and implement strategies for customer satisfaction.

Skills

Problem-solving

Communication

Time management

Education

Diploma/Degree in related fields

Job description

Add expected salary to your profile for insights.

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

Lead and manage customer service activities to achieve timely customer order fulfillment and support stakeholders.

Assist Sales Manager and Sales Support Manager with the annual customer satisfaction survey.

Maintain interface between Customer, Sales, Transporter, Logistics, and Operations regarding order management & demand fulfillment.

Manage all customer order management requirements pre-sales and post-sales, such as new customer CRM/E1 setup.

Develop Delivery Policy on order fulfillment lead-time and recommend logistics providers to minimize costs. Implement annual cost improvement measures as directed.

Collate sales demand forecast and order data to develop weekly and monthly delivery plans.

Liaise with Technical team on COA issues and customer complaints related to quality.

Apply custom forms (K1/K2/K8), Form D, E, etc., for documentation and coordinate domestic and overseas shipments.

Liaise with other departments on company targets, KPIs, and action plans with Sales Managers.

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

Handle order taking, delivery arrangements, tracking, and change management.

Oversee daily CS activities such as order processing, communication on delivery updates, invoicing, etc.

Support achievement of customer service KPIs and logistics performance evaluation.

Update weekly stock status and receipts, assist in production and inventory monitoring.

Manage import/export documents like SI, B/L, packing list, DO, marine insurance.

Maintain CS SOPs, policies, and standards per ISO 9001:2015.

Monitor customer payments and collections.

Develop customer satisfaction goals and coordinate with teams to meet them.

Maintain records of customer service activities and compile reports on delivery and complaints.

Follow up on customer feedback and FMIS closure.

Undertake additional tasks as directed by supervisors.

React productively to change and handle other essential tasks as assigned.

Requirements:

Proficient in English and Bahasa Malaysia.

Experience in CS and/or logistics fields.

Good diagnostic and problem-solving skills.

Ability to respond positively under pressure.

Diploma/Degree in related fields.

Minimum 3 years of experience.

Note:

Willingness to travel and work at Port Klang or Batu Caves if needed.

How do your skills match this job?

How do your skills match this job?

Sign in and update your profile to get insights.

Your application will include questions about your right to work in Malaysia, expected salary, qualifications, and experience.

Manufacturing, Transport & Logistics, 51-100 employees.

H&R Chempharm Asia Sdn. Bhd., part of the Hansen & Rosenthal Group, specializes in petrochemical, synthetic, and bio-based specialties, backed by a global network and listed on the Frankfurt Stock Exchange. Our plants are in Lumut and Batu Caves. We are expanding and seeking motivated professionals to join our team.

What can I earn as a Customer Service Executive?