Customer Service Representative I

Incora Malaysia Sdn. Bhd.; Johor Bahru; On-site; MYR 60,000 - 90,000; Full time

Job summary

Incora Malaysia Sdn. Bhd. is seeking a Senior Customer Service Representative in Johor Bahru to manage complex, high-value orders and escalations while supporting cross-functional teams.

You will strengthen relationships with strategic customers, drive improvements, and mentor junior staff in a dynamic aerospace-focused environment.

Qualifications

• Bachelor's Degree or relevant experience.
• Minimum 5 years of experience in sales, customer service, or supply chain (aerospace experience preferred).
• Proven account management, escalation handling, and customer relationship management expertise.
• Strong analytical, communication, organization, and problem-solving skills.
• Strong verbal and written communication skills in English.
• Advanced proficiency with MS Office (Outlook, Word, PowerPoint, Excel).
• Detail-oriented.

Responsibilities

• Manage complex orders, high-value orders, shortages, and escalations.
• Maintain relationships with strategic customers through proactive communication and issue resolution.
• Coordinate cross-functional activities to meet customer requirements, delivery commitments, and quality expectations.
• Support strategic customer agreements and special service arrangements.
• Perform root cause analysis on recurring service issues and lead corrective actions.
• Analyze customer, order, and delivery performance trends; identify risks and improvements.
• Lead and participate in continuous improvement to enhance customer experience and efficiency.
• Mentor and coach junior team members and new hires.
• Support escalation handling, priority setting, and decision-making for critical customer situations.
• Maintain accurate records using systems, portals, and reporting tools.
• Support Sales activities and administrative tasks.

Skills

Account management

Escalation handling

Customer relations

Analytical skills

Communication skills

Problem solving

English communication

MS Office

Education

Bachelor's degree

Tools

Excel

Outlook

Word

PowerPoint

Job description

Our Incora Story is really taking off - we'd love you to join us for the journey As the leading supply chain solutions business in the aerospace industry, our customers are at the heart of our business. We are currently seeking an exceptional professional to join us as a Senior Customer Service Representative Location: Mid Valley, Southkey Reporting to: Customer Service Supervisor As a Senior Customer Service Representative, you will be responsible for managing complex customer accounts, drive customer satisfaction, resolve escalations, and support continuous improvement initiatives. This is a great opportunity for a dynamic person who is looking to develop within a growing and evolving organisation. You will work in a team environment, whilst also working cross-functionally to meet customer needs and demands.

Responsibilities

• Manage order complexity, high-value orders, critical shortages, and service escalations.
• Maintain strong relationships with strategic customers through proactive communication and issue resolution.
• Coordinate cross-functional activities to ensure customer requirements, delivery commitments, and quality expectations are met.
• Support strategic customer agreements and special service arrangements.
• Perform root cause analysis on recurring service issues and lead corrective actions.
• Analyze customer, order, and delivery performance trends; identify risks and recommend improvements.
• Lead and participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
• Mentor, coach, and provide day-to-day guidance to junior team members and new hires.
• Support management with escalation handling, priority setting, and decision making for critical customer situations.
• Maintain accurate records and utilize systems, customer portals, and reporting tools effectively.
• Support Sales activities and administrative.

Requirements

• Bachelor's Degree or relevant experience.
• Minimum 5 years of experiences within sales, customer service, supply chain (within the aerospace industry, is preferred).
• Demonstrated expertise in account management, escalation handling, and customer relationship management.
• Strong analytical, communication, organization, and problem-solving skills.
• Strong verbal and written communication skills in English.
• Advanced proficiency with integrated data systems and Microsoft Office applications, including Outlook, Word, Power Point and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable).
• Detailed oriented

About us

Incora (a merge of 2 great companies: Pattonair and Wesco Aircraft) is a leading, global provider of innovative supply chain solutions. Our promise to our customers is to reduce complexity and increase reliability so they can deliver mission-critical solutions that improve our world. We exist to enable the mission critical. With a strong foundation in the aerospace and defence markets, we manage all aspects of supply chain from procurement to warehouse management, from logistics to on-site customer services. We are expanding our team of skilled Engineers to ensure right-first-time every time. We pride ourselves on offering:

• Industry-leading capabilities
• Innovative solutions
• Greater customer value
• Trusted supplier relationships
• Business growth and operational efficiency

Our people make us unique, and we offer an Outstanding Colleague Experience. We live by our values: Courage, Collaboration, Commitment and Community and are proud to add real value to our customers' businesses. Our people-centric philosophy is underpinned with strong engagement, consistent communication, and opportunities for personal development, enabling our colleagues to grow and make a difference in our company.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation, or age.

Please note - it is Incora policy to run a criminal record check on all candidates and any offers of employment are conditional, subject to this check. The information you give will be treated as strictly confidential. Disclosure of a conviction or a caution will not automatically disqualify you from consideration. Any offence will only be taken into consideration if it is one which would make you unsuitable for the type of work you are applying for.