Customer Service & O2C Analytics & Ops Analyst

HTC Global Services; Kuala Lumpur; On-site; MYR 67,000 - 134,000; Full time

Job summary

Jora Malaysia in Kuala Lumpur is seeking an experienced Customer Service & Commercial Operations Analyst to support customer service operations, order-to-cash activities, business reporting and process improvement across Asia Growth Markets. You will work closely with customers, distributors, sales teams, warehouse and shared services to ensure accurate order management and timely issue resolution.

The ideal candidate has a Bachelor's degree and 4–5 years in customer service or commercial

Qualifications

• Bachelor's Degree or equivalent.
• 4–5 years of total working experience in customer service, commercial operations, order management, business operations, shared services or a relevant field.
• Minimum 2 years of hands-on experience with SAP or Oracle.
• Strong practical experience using Microsoft Excel, particularly VLOOKUP, for data analysis, reconciliation and reporting.
• Strong analytical and problem-solving skills with the ability to work with large amounts of data.

Responsibilities

• Manage and resolve customer service cases through Salesforce/CRM, including case triage, follow-up, resolution and closure.
• Support Order-to-Cash (O2C) and order management processes, working closely with distributors and country teams.
• Monitor orders against forecasts and ensure key cut-off timelines and deliverables are met.
• Coordinate service repairs and shipment activities with warehouse teams.
• Work with Global Shared Services and internal stakeholders to improve order management, service contract and registration processes.
• Identify and implement process improvements to increase operational efficiency.
• Prepare and maintain business reports using SAP/Oracle, BI and CRM data.
• Analyse operational data such as warranty, registrations, customer cases and order activities.
• Use Microsoft Excel, including VLOOKUP, for data analysis, reconciliation and reporting.
• Provide meaningful analysis and practical recommendations to improve processes, efficiency and cost optimization.

Skills

Excellent English communication

Analytical thinking

Data analysis

Time management

Stakeholder management

Education

Bachelor's Degree or equivalent

Tools

Salesforce/CRM

SAP

Oracle

Excel (VLOOKUP)

Job description

Jora Malaysia in Kuala Lumpur is seeking an experienced Customer Service & Commercial Operations Analyst to support customer service operations, order-to-cash activities, business reporting and process improvement across Asia Growth Markets. You will work closely with customers, distributors, sales teams, warehouse and shared services to ensure accurate order management and timely issue resolution.

The ideal candidate has a Bachelor's degree and 4–5 years in customer service or commercial