Customer Service Executive - OEM & Product Development

D & O Nutraceutical Manufacturing Sdn. Bhd.; Ipoh; On-site; MYR 50,000 - 73,000; Full time

Job summary

ORIZI Group in Ipoh, Perak, is seeking a Customer Service Executive – OEM & Product Development to join our Business Development team. This role goes beyond a conventional call centre, coordinating customers from enquiry through development to orders and delivery.

You will work with chemists, purchasing, production, quality, warehouse, accounts and external suppliers to ensure requirements are communicated and projects are completed on time. Fresh graduates encouraged.

Qualifications

• Diploma or degree in business, marketing, chemistry, cosmetic science or food science.
• Experience in customer service, sales coordination or account management is preferred.
• Familiarity with OEM manufacturing and cosmetic/personal care a plus.

Responsibilities

• Manage customers after introduction by Sales and coordinate from enquiry to orders.
• Coordinate product development, samples, quotations and delivery timelines.
• Work with chemists, purchasing, production, quality and warehouse to meet specs.
• Maintain accurate product and order records across internal teams and suppliers.
• Develop commercial relationships and identify opportunities for repeat orders.

Skills

Customer service

Sales coordination

Account management

Product development

Education

Diploma or Degree in Business Administration/Marketing/Chemistry/Cosmetic Science/Food Science

Tools

Microsoft Office

Job description

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Customer Service Executive - OEM & Product Development

ORIZI Group is looking for a Customer Service Executive – OEM & Product Development to join our Business Development team in Ipoh, Perak.

This is not a conventional call-centre customer service position.

You will manage customers after they are introduced by our Sales team and coordinate their journey from product enquiry and development to samples, quotations, orders, production, delivery and repeat business.

You will work closely with our Chemists, Purchasing, Production, Quality, Warehouse, Accounts and external suppliers to ensure customer requirements are communicated accurately and projects are completed on time.

The ideal candidate is customer-focused, organised, commercially aware and interested in OEM products, product development, cosmetics, personal care and consumer markets.

Key Responsibilities

1. Customer & Account Management

Take over qualified customers introduced by the Sales or Marketing team.

Build and maintain professional long-term customer relationships.

Understand customer product ideas, target market, budget, quantity and launch requirements.

Follow up on enquiries, quotations, samples and customer decisions.

Provide customers with timely progress updates.

Manage customer expectations professionally.

Support customer retention, repeat orders and account growth.

2. OEM Product Development

Confirm customer sample requirements and initiate the product-development process.

Prepare clear product briefs for Chemists and relevant departments.

Coordinate product formulation, packaging, artwork, costing and sample preparation.

Coordinate with suppliers and third-party vendors for ingredients, packaging and outsourced services.

Follow up on sample evaluation, revisions and customer approval.

Maintain accurate records of product requirements, sample versions and customer confirmation.

Coordinate customer orders after product/sample confirmation.

Check product, packaging and material availability.

Coordinate with Purchasing, Production, Warehouse and Logistics.

Communicate customer requirements accurately to relevant departments.

Monitor order progress and delivery schedules.

Identify and follow up on delays or operational issues.

Coordinate internally and externally until the order is completed and delivered.

Assist with documentation, payment follow-up and other order-related matters.

4. Repeat Orders & Account Development

Handle repeat-order enquiries and arrangements.

Review previous product specifications before processing repeat orders.

Identify opportunities for additional products and services.

Introduce suitable new and trending products to existing customers.

Support customers in expanding their product range.

Develop stronger commercial relationships with assigned accounts.

5. Product & Market Opportunity Development

Monitor customer requirements, market trends and competitor products.

Provide customer feedback and market information to Management and Product Development teams.

Work with internal teams to identify commercially attractive products.

Assist in developing product concepts, selling points and basic market positioning.

Introduce relevant product opportunities to existing customers.

Requirements

Diploma or Degree in Business Administration, Marketing, Chemistry, Cosmetic Science, Food Science or a related field.

Experience in customer service, sales coordination, account management, product development or manufacturing is an advantage.

Experience in OEM manufacturing, cosmetics, skincare, personal care, hair care, fragrance, food supplements or FMCG will be an added advantage.

Fresh graduates with strong communication and coordination abilities are encouraged to apply.

Able to communicate professionally in English, Bahasa Malaysia and Mandarin.

Strong communication, follow-up, organisation and problem-solving skills.

Able to manage multiple customers and projects simultaneously.

Detail-oriented and able to maintain accurate product and order information.

Comfortable coordinating with customers, internal departments and external suppliers.

Commercially aware and willing to recommend suitable products.

Proficient in Microsoft Office and general business communication tools.