Customer Service Representative (Night Shift)

Knowles Electronics; Bayan Lepas; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading electronics company is seeking a Customer Service Representative for the night shift in Penang, Malaysia. The role involves coordinating with various departments to ensure high-quality customer service, handling order management, and resolving product and shipping issues. Candidates should have a Bachelor's Degree or equivalent experience, along with strong communication skills and ability to work with demanding customers. Experience in Oracle ERP or CRM systems is advantageous.

Qualifications

• 1-3 years of experience in Customer Service or planning.
• Strong ability to manage high demanding customers.
• Willingness to work night shifts to support US customers.

Responsibilities

• Support and act as the point of contact for nominated accounts.
• Order management, including entering and amending orders.
• Resolve shipping issues and product returns.
• Assist Sales & Marketing with order information.
• Ensure data accuracy in Customer systems.

Skills

Verbal communication

Written communication

Microsoft Excel

Customer relationship management

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 whoever else may be needed to complete daily tasks located in US.

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

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

Deal with any 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 amendment to orders 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 (but not limited to):
   • Purchase Orders and Sales Orders
   • Customer Profile (Such as name, address, payment terms etc) in System
   • Visual Compliance Screening
   • Maintain accurate feedback in Customers system where applicable
8. Require understanding on customer contract which related to supply chain.
9. Able to understand customer requirements on packing, labelling and shipping and effectively convey to the WHS and Shipping department for execution.
10. Lead and involve actively in customer meeting from Global Order Fulfilment Perspectives.
11. Timely escalation to superior on any Customer Potential Line Down issues.
12. Able to handle routine task with minimum supervision and performs 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 elevate to Customer Service Section Head/Manager.

Job Requirements

Candidate must possess at least a Bachelor's Degree or with equivalent working experience.

Total working experience of 1‑3 years in the field of Customer Service or planning.

Good verbal and written communication skills, able to manage high demanding customers and able to work with counterpart local and overseas plant.

Good in application of Microsoft Excel.

Experience in Oracle or any CRM system is added advantage.

Availability to work on shift to support US based customers.

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