Customer Service Representative (Night Shift)

Knowles Electronics (M) Sdn. Bhd.; Bayan Lepas; On-site; MYR 20,000 - 100,000; Full time

Job summary

A technology company in Penang is seeking a Customer Service Representative for night shifts. This role includes order management, customer relationship development, and problem resolution for supply chain issues. Candidates should have a Bachelor's degree, strong communication skills, and experience in customer service. Proficiency in Excel and familiarity with Oracle ERP or CRM systems are preferred. This position offers opportunities for professional growth and is essential for maintaining customer satisfaction.

Qualifications

• 1-3 years of experience in Customer Service or planning.
• Good verbal and written communication skills.
• Experience with Oracle or any CRM system is an advantage.

Responsibilities

• Support and act as single point of contact for nominated accounts.
• Coordinate with various departments to complete daily tasks.
• Develop relationships with customers through collaboration.

Skills

Customer Service

Order Management

Communication Skills

Microsoft Excel

Supply Chain Knowledge

Education

Bachelor's Degree or equivalent experience

Tools

Oracle ERP

CRM systems

Job description

Customer Service Representative (Night Shift)

Support and act as single point of contact for nominated accounts and coordinate with customer service, Product Management, Quality, Engineering, Purchasing, Warehouse and other departments to complete daily tasks located in the U.S.

Fully responsible for ensuring efficient, high‑quality and personalized customer service through order processing and assisting customers with special requests. Develop good professional relationships with customers through regular forecasting and planning collaboration.

Responsible for resolving rescheduling and/or re‑routing of product, shipping issues and/or delays, returned goods and pricing issues in a timely manner.

Deal with quality concerns and coordinate with the appropriate quality department for corrective action and follow‑up to achieve customer satisfaction.

Processing of orders, contracts, and amendments using the Knowles Oracle ERP system, ensuring that the terms of sale meet the requirements of the company by cross‑checking with the Knowles CRM system.

With sufficient knowledge of Customer Service Policies, ISO requirements and Sarbanes‑Oxley requirements ensuring accuracy of order management.

Specific Duties and Responsibilities

1. Order Management; enter orders and amendments into the Knowles’ ERP & CRM System.
2. Responsible for the resolution of rescheduling and/or rerouting of product, shipping problems and/or delays, returned goods and pricing issues.
3. Assists Sales & Marketing personnel with order information and reports as needed.
4. Require in-depth understanding of the customer systems to retrieve the necessary information such as customer forecast/demand, usage and inventory status.
5. Holistic analysis of customer demand, based on forecast data and statistics. Apply ad‑hoc knowledge and experience (seasonality trend, fiscal year and quarter end dates) to learn how it affects customer’s actual consumption.
6. Understanding of Supply Chain ATP (Available to Promise) logic and ability to work with customers to synchronize supply chains. (E.g. Work with customers to align expectations for lead times).
7. Ensure high data accuracy in Pick and CRM, such as:
   • Purchase Orders and Sales Orders
   • Customer Profile (name, address, payment terms, etc.) in System
   • Visual Compliance Screening
   • Maintain accurate feedback in Customers system where applicable
8. Require understanding on customer contract related to supply chain.
9. Able to understand customer requirements on packing, labeling and shipping and effectively convey to the WHS and Shipping department for execution.
10. Lead and involve actively in customer meetings from Global Order Fulfilment Perspectives.
11. Timely escalation to superior on any Customer Potential Line Down issues.
12. Able to handle routine tasks with minimum supervision and perform other ad‑hoc duties as assigned.
13. Perform Stock Rotations, RMA and direct quality concerns.

Authority

Prepare Sales Order per Customer Purchase Order and drive customer forecast to enter into Pick System and escalate to Customer Service Section Head/Manager.

Job Requirements

• Bachelor's Degree or equivalent working experience.
• 1‑3 years of experience in Customer Service or planning.
• Good verbal and written communication skills; able to manage high‑demand customers and work with local and overseas plants.
• Proficiency in Microsoft Excel.
• Experience in Oracle or any CRM system is an advantage.
• Availability to work shift to support U.S. based customers.
• Able to travel when required.

Knowles Operations complies with all applicable labor laws and has a Non‑Discrimination Policy covering ethnicity, gender and disability. We hire and reward employees based on their contribution and performance within the organization and adhere to Equal Employment Opportunity.