Customer Service Representative

VAT Group; Seberang Perai; On-site; MYR 45,000 - 73,000; Full time

Job summary

Jora Malaysia is seeking a Customer Support Specialist to manage orders, coordinate logistics, and quote customers from the CRM. The role emphasizes teamwork, initiative, and delivering positive customer experiences across Asia.

The ideal candidate has a Mandarin background, strong MS Office skills, and 1–2 years' experience in customer support or operations, with readiness to work across multiple time zones.

Qualifications

• Bachelor's degree in business Admin/Marketing/Supply Chain or related field.
• Good command of Mandarin is required due to business needs.
• Proficiency in Microsoft Office; Excel/Outlook and PowerPoint knowledge helpful.
• Ability to develop complex reports and metrics; strong communication skills.
• 1–2 years' experience in customer support or operations preferred.

Responsibilities

• Provide order management and professional support for customer orders via multiple channels.
• Coordinate shipping, logistics, and distribution to fulfill orders across time zones.
• Generate and quote customer requests from CRM with required approvals.
• Collaborate with sales, product, finance, and logistics to resolve issues.
• Support the Sales Operations Manager to achieve targets and manage delivery risks.

Skills

Mandarin language

MS Office

Communication

Multitasking

Teamwork

Problem-solving

Education

Bachelor’s degree in business Admin/ Marketing/Supply Chain

Tools

ERP

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Customer Support Specialist serves as the first point of contact for order management and is responsible for providing many levels of support. This position requires strong organizational skills, independent thinking, and self-initiative. This individual promotes teamwork in the workplace and thrives for anticipating the needs of our customers. The ideal candidate is well qualified in handling complex customer issues and promoting positive customer experiences. They are organized with a team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence.

Key Responsibilities

Customer Order Management & Support

Provide friendly, courteous, and professional support for customer orders received via email, telephone, customer portals, and fax using the company’s Order Management System.

Manage end-to-end customer orders including order entry, monitoring, consignment project, tracking changes, backlog management and ensuring full compliance with customer requirements.

Ensure timely and accurate invoicing in compliance with Incoterms and agreed payment terms.

Maintain complete and accurate order history in compliance with audit and document retention requirements.

Ensure all supporting customer purchase orders are received and properly archived.

Be proactive in communicating order issues, risks, delays, or changes to customers.

Work within assigned working hours, with a readiness to provide additional support during peak workloads or critical customer needs.

Load customer forecasts into the Order Management System and submit corresponding purchase orders to sister manufacturing companies in Switzerland and/or Malaysia.

Review, monitor, and manage order backlogs, including risk assessment and escalation where required.

Review and expedite back orders to meet customer delivery commitments.

Assist with physical inventory audits when required.

Logistics, Shipping & Distribution

Work closely with Logistics and Customer Operations teams to coordinate shipping and distribution of parts to fulfill customer orders.

Act as a liaison between customers and internal operations teams to determine shipping requirements.

Manage shipping instructions across various ERP platforms.

Service, Returns & Quotations

Generate and submit customer quotations from the CRM system based on adequate information and required sales approvals.

Manage service, rework, and return orders from creation and quotation through status updates to final closure.

Process service return orders and quotations for customer product returns.

Cross-Functional & Stakeholder Collaboration

Work closely with customers across multiple time zones and collaborate with sales teams, product groups, finance, logistics, and operations to resolve issues and answer queries.

Support the Sales Operations Manager in achieving sales targets by managing revenue and delivery risks.

Work with accounts receivable and field sales engineers to resolve billing, payment, and order related issues.

Initiate and participate in online meetings with customers and internal stakeholders to provide shipment updates and follow up on open issues.

Additional Responsibilities

Support additional administrative or project-related duties as assigned by the Country Sales Operations Manager.

Drive Customer Service Excellence initiatives and ensure the achievement of KPIs.

Document and maintain work instructions and operational processes (including supply chain related processes) for the Asia region

Be flexible when required to work extra hours, holidays, and Asia or US time zones.

You must possess the below minimum qualifications to be initially considered for this position. Preferred

qualifications are in addition to the minimum requirements and are considered a plus factor in identifying

top candidates.

Fresh Graduates are encouraged to apply

Bachelor’s degree in business Admin/ Marketing/Supply Chain or another related field

Good command Mandarin is required due to business needs (Supporting China & Taiwan)

Well verse in using Microsoft Office (Excel & Outlook), PowerPoint and Access knowledge is an advantage

Ability to develop complex reports and metrics.

Good interpersonal, organizational, and communication (oral & written) skills.

Ability to function independently and multi-task.

Team player with good problem-solving ability

Minimum 1-2 years’ experience as a customer support specialist, operational support, or fresh graduates.

Familiarity with production scheduling (ERP) is highly desired (optional).