Customer Service Representative

Volvo Trucks; Port Klang; On-site; MYR 67,000 - 112,000; Full time

Job summary

Volvo Trucks in Port Klang is seeking a dedicated service coordinator to drive service sales, schedule repairs, and maintain clear communication with customers throughout the service process.

You will manage repair orders in GDS and VST systems, coordinate with workshop teams, and provide accurate cost estimates and delivery times, upholding Volvo's service standards.

Qualifications

• Diploma in business or engineering or related field.
• 3–5 years' experience in automotive industry.
• Knowledge of customer care and communication.
• Understanding of workshop business administration.
• Basic knowledge of spare parts business.
• Basic knowledge of traffic laws and regulations.

Responsibilities

• Carry out customer appointments, raise preliminary repair orders in GDS, and record estimated times.
• Obtain customer approval and inform estimated repair costs and delivery time.
• Submit preliminary repair orders to parts for preplanning and ordering.
• Finalize repair orders using VST; perform basic diagnostic discussions with customers.
• Print and distribute repair orders with check sheets to workshop.
• Update customers twice daily on progress and issues.
• Maintain communication between mechanics/foreman and customer.
• Supervise subcontracted jobs and create sublet requisitions.
• Finalize repair orders after job completion and add new work/parts.
• Ensure timely delivery order/invoice before vehicle release.
• Advise customers on campaigns, warranties, or goodwill actions.
• Prepare reports for customers as required.
• Keep Daily WOs and Quotations tidy in GDS.
• Handle parts pricing and discount within dealer structure.
• Coordinate with foreman on warranty/service claim submissions.
• Help manage WIP with Workshop supervisor; pre-plan next-day jobs.
• Continue improving truck knowledge via training.
• Perform any other duties as assigned.

Skills

Customer care

Communication

English

Interpersonal skills

Basic computer skills

Education

Diploma in business or engineering

Tools

GDS system

VST

Job description

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Mission / Purpose of the Job

• This position is responsible for selling and schedule needed service work in the service department.
• Maintain strong communication with Customers pertaining to service work in the services department.

Scope and Influence

• Authority in accordance with the financial rules and policies defined by AB Volvo.
• Authority to take decisions in accordance with AB Volvo’s Authorization rules for the respective role.

Key Responsibilities / Accountabilities

• Carry out all kinds of customer appointments raise preliminary repair order in GDS, and record estimated time on planning sheet for short and long term work.
• Obtain customer approval / agreement for work to be performed (signed Quotation) and inform estimated repair cost and delivery / pick up time.
• Submit preliminary repair order to parts team for parts preplanning and order.
• Finalize the preliminary repair order using VST. Perform elementary diagnosis with customer for preparation of repair order.
• Print and distribute the repair order with necessary check sheets attached to workshop.
• Update customer twice daily on repair order progress and issues.
• Maintain communication between mechanic/foreman and customer.
• Supervise all subcontracted jobs and create requisition for sublet work.
• Finalize the repair order upon job completion, add additional work and parts.
• Ensure that the delivery order (invoice) is completed timely, before vehicle release, ready and can be presented and explained to the customer upon agreed collection time.
• To ensure correct usage of payment code for the different types of jobs.
• Required to advise customers for any campaigns, warranty or goodwill, actions to be taken.
• Prepare reports to customers as and when required.
• Regularly carry out housekeeping on Daily Work orders and Daily Quotations in GDS system.
• Responsible for parts pricing and discount within the dealer discount structure.
• Work closely with foreman on warranty and Service agreement claim submission, accuracy and timely matter.
• Work with Workshop supervisor to effectively manage WIP at workshop, pre-planning following days jobs to technicians.
• Continuously improve truck technical and product knowledge, by attending physical technical training and completing required online training
• Any other business as assigned by supervisor.

Key Targets and Results

• Weekly and monthly open order KPI
• Labour and workshop sales and GP
• Parts sales (workshop sales)
• Warranty and service submission lead time and accuracy
• Customer satisfaction (Target Score : 90)

Essential Educational And / Or Training Qualifications And Certificates

• Diploma in business or engineering or any related courses.

Preferred Experience And Knowledge

• Minimum 3-5 years' experience, experience in automotive industry is added advantage
• Good knowledge of customer care and communication.
• Fair knowledge of workshop business administration.
• Basic knowledge of spare parts business.
• Basic knowledge of traffic laws and regulations.

Necessary Technical / Functional / Language Skills

• Good Communication and interpersonal skill
• Able to speak English and local dialects (e.g. Mandarin, Bahasa Malaysia)
• Basic Computer skill
• Driving license for heavy cargo truck.
• Basic auto mechanical skills in heavy duty truck maintenance and repair.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people - to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.