Customer Service Front Office Agent

Henkel; Kuala Lumpur; Hybrid; MYR 50,000 - 70,000; Full time

Job summary

A leading multinational company in Kuala Lumpur is seeking an Adhesive Customer Service Front Office Agent. This role is pivotal for supporting customers and managing their orders effectively. The ideal candidate will possess a degree, multiple years of experience in customer service, and the ability to handle complex inquiries. The company offers flexible work schemes and various benefits, focusing on diverse growth opportunities and employee well-being.

Benefits

Flexible work scheme with flexible hours

Diverse national and international growth opportunities

Global wellbeing standards

Employee Share Plan

Medical Coverage

Qualifications

• Minimum of 3 years of relevant experience.
• Fluent in spoken and written English; broader language skills are advantageous.
• Ability to work under pressure with excellent phone and email etiquette.

Responsibilities

• Fulfil and support customers’ purchase orders from multiple regions.
• Coordinate with departments on orders and delivery matters.
• Ensure compliance with company policies in order processing.

Skills

Customer support

Problem-solving

Communication

MS Office proficiency

SAP knowledge

Education

Degree in any discipline

Job description

About this Position The Adhesive Customer Service Front Office Agent is the first contact point to support customers, representatives and distributors. The qualified candidate should maintain good rapport with customers by handling their concerns with professionalism. They should be able to take initiatives in learning, accountability and are capable of managing, problem-solving and responding to open issues in a timely manner.

What you´ll do

• Fulfil and support internal and external customers’ purchase orders from a multi-region customer base.
• Close follow up with Sales and Customers’ back orders status.
• Process order changes with compliance to Company's policies.
• Provide customer support; attend to their inquiries and provide assistance as and when necessary.
• Coordinate and expedite with related departments on customers’ orders and delivery matters.
• Proactively communicate reschedules and suggests alternative options to mitigate escalation due to shipping delays.
• Support in internal and external audit requests.
• E-Filing of invoices and all sales and shipping related document.
• Ensure all documentation and order processes are in accordance to corporate guidelines.
• Responsible to meet operational KPI
• Participate in order management process improvement when needed.
• Continuously seek alternative solutions and value-add processes to enhance ongoing services to Customers.
• Participate in stock-take
• Participate in Ad-hoc duties and projects as per requested by the Customer Service Manager.

What makes you a good fit

• Minimum Degree and above in any discipline.
• Minimum 3 years of relevant experience
• Good understanding of the linkages between inventory control, planning, logistics and procurement.
• Fluent in spoken and written English is a must.
• Candidates with broader language capabilities will have added advantage
• Proficient in MS Office, Knowledge of SAP and Service Cloud is advantageous
• Able to work under pressure with excellent phone, email etiquette skills and tactful to handle difficult customers.
• Developed analytical and problem-solving skills
• Highly motivated and organized
• Team and action orientated
• Details orientated
• Passion for innovation

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Medical Coverage for employees and eligible dependents
• Additional EPF Contribution
• Dental, Health and Eye Screening etc for employees and eligible dependents
• Discounts on company products

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.