Customer Service Officer

Synbone Sdn Bhd; Kulai; On-site; MYR 45,000 - 67,000; Full time

Job summary

Synbone Sdn Bhd is seeking a Customer Service Representative in Malaysia to provide outstanding service by responding to inquiries, processing orders, and coordinating with sales and production teams across regions (EMEA, LATAM, APAC, NA, MENA). The role requires 3-5 years of relevant experience and a Bachelor's degree.

Proficiency in Business English and Bahasa Malaysia is essential, with German/Spanish/Portuguese a plus.

Qualifications

• Bachelor's Degree in any field is required.
• 3-5 years of relevant working experience, with knowledge of production planning.
• Basic knowledge of ERP systems and CRM; Microsoft Dynamics 365 Business Central is advantageous.
• Familiarity with shipping processes is an added advantage.
• Proficiency in fluent business English and Bahasa Malaysia, both written and verbal.
• Knowledge of production planning is required to ensure coordination between sales and production teams.
• Ability to speak German, Spanish, or Portuguese is a definite advantage.

Responsibilities

• Provide outstanding customer service by responding to inquiries, resolving issues, and addressing customer concerns via phone, email, or in-person meetings.
• Process customer orders accurately and in a timely manner, ensuring all details are entered correctly into the ERP system (Business Central).
• Communicate shipping updates and delivery status to customers; coordinate with sales, logistics, and production teams.
• Maintain customer records meticulously in the ERP system (Business Central) and update order details.
• Collaborate with production team to understand schedules, capacity, and lead times for order fulfillment.
• Assist the sales team with administrative tasks such as preparing quotes and order confirmations.
• Adhere to 5S principles and maintain a clean, organized work environment.

Skills

Customer Service

ERP (BC)

Production Planning

Leadership

Business Communication

Languages

Education

Bachelor's Degree

Job description

Provide outstanding customer service by responding to inquiries, resolving issues, and addressing customer concerns via phone, email, or in-person meetings (Mic.TEAMs) across different regions (EMEA, LATAM, APAC, NA, MENA).

Process customer orders accurately and in a timely manner, ensuring all details are entered correctly into the ERP system (Business Central).

Qualifications & Skills

Bachelor's Degree in any field is required.

3-5 years of relevant working experience in a related field, with knowledge of production planning.

Basic knowledge of ERP systems and CRM; experience with Microsoft Dynamics 365 Business Central is advantageous.

Familiarity with shipping processes is an added advantage.

Effective communicator with strong written, verbal, and interpersonal communication skills, along with leadership abilities.

Proficiency in fluent business English and Bahasa Malaysia, both written and verbal.

Knowledge of production planning is required to ensure coordination between sales and production teams.

Ability to speak either German, Spanish, or Portuguese is a definite advantage.

Process global sales orders via emails and phones efficiently and accurately.

Maintain customer records meticulously in the ERP system (Business Central), including updating information and order details.

Identify customers' needs and develop value propositions to meet their requirements, enhancing overall customer satisfaction.

Demonstrate patience and confidence in resolving customer tasks, addressing quality issues, managing return delivery processes, and offering recommendations and solutions promptly.

Adopt a self-driven, proactive, and team-oriented approach to tasks and responsibilities.

Be flexible to work outside normal business hours as needed to accommodate customers in different time zones.

Assist the sales team with administrative tasks such as preparing sales quote, order confirmation, maintaining customer databases, and coordinating sales-related activities.

Collaborate closely with the production team to understand production schedules, capacity, and lead times for order fulfillment.

Collaborate with other departments such as marketing, logistics, and finance to ensure seamless order fulfilment and customer support.

Communicate shipping updates, tracking information, and delivery status to customers proactively, Familiar with shipping terms (incoterms) e.g. DAP, DDP, Ex-Work.

Stay updated on product/service offerings, pricing, and promotions to effectively communicate information to customers and support sales team.

Maintain accurate records of customer interactions, transactions, and communications for future reference and analysis.

Fulfil ad-hoc requests from superiors promptly and efficiently.

Adhere to 5S principles as well as safety and health regulations, maintaining a clean, organized, and safe work environment.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a customer services representative?
• Which of the following languages are you fluent in?
• How would you rate your English language skills?
• How much notice are you required to give your current employer?
• Are you available to work public holidays?

Pharmaceuticals, Biotechnology & Medical 51-100 employees

SYNBONE is a young dynamic Swiss company, founded in 1988 and has since then been developing and producing anatomical workshop models, to teach orthopedic surgeons in various medical fields worldwide. SYNBONE as one of the world's leading manufacturers, is proud to work with the global market leaders in more than 60 countries.

It is our aim to improve the education outcome continuously. Therefore, SYNBONE is permanently expanding its product portfolio.

To expand our business in Asia, Synbone Sdn Bhd located at i-Park Indahpura, was founded in 2015. High quality production, a logistic center and DES department are currently built up, to grow and move on in the Asian market.

We are currently looking for motivated people, who are interested to grow the business together with the existing enthusiastic team.

SYNBONE is a young dynamic Swiss company, founded in 1988 and has since then been developing and producing anatomical workshop models, to teach orthopedic surgeons in various medical fields worldwide. SYNBONE as one of the world's leading manufacturers, is proud to work with the global market leaders in more than 60 countries.

It is our aim to improve the education outcome continuously. Therefore, SYNBONE is permanently expanding its product portfolio.

To expand our business in Asia, Synbone Sdn Bhd located at i-Park Indahpura, was founded in 2015. High quality production, a logistic center and DES department are currently built up, to grow and move on in the Asian market.

We are currently looking for motivated people, who are interested to grow the business together with the existing enthusiastic team.

What can I earn as a Customer Service Representative