Customer Service Specialist

ROCKWOOL International A/S; Malacca City; On-site; MYR 33,480 - 66,960; Full time

Benefits offered by this job

Opportunity for professional growth

Collaborative work environment

Job summary

ROCKWOOL International A/S is looking for a Customer Service Specialist based in Malacca City, Malaysia. This permanent role involves managing customer orders from entry to invoicing, requiring proficiency in SAP and a strong background in delivery management. The successful candidate will liaise with production and logistics teams to ensure timely fulfillment.

With a focus on sustainability and innovation, ROCKWOOL is a global leader in stone wool products, dedicated to addressing modern challenges like energy efficiency and environmental impact. Join us to contribute to a more sustainable future!

Qualifications

• Proficiency in SAP or other ERP systems.
• Strong delivery management experience.
• Effective problem-solving techniques and critical thinking ability.

Responsibilities

• Processing customer orders and managing changes.
• Liaising with Production Planner, Logistics, and Warehouse.
• Handling and resolving customer complaints promptly.

Skills

SAP or other ERP systems

Delivery management experience

Order processing expertise

Invoice issuance skills

Knowledge of international shipping and Incoterms

Customer relationship management skills

Proficiency in Microsoft Office

Job description

## Customer Service SpecialistApplylocations: Subang Jaya: Melakatime type: Full timeposted on: Posted Todayjob requisition id: R0035320**Role summary:**This is a one-year contract role.Customer Service Specialist is reporting to Customer Service Department under Supply Chain Division.This is a permanent position that require knowledge of order processing, production planning, delivery planning, invoicing and customer complain handling.**General responsibilities and activities include, but is not limited to:****1.** Received customer Purchase Order or Signed Quotation. Check the SKU number, pricing, transport loading for the order and also Required Delivery Date. Key in the sales order / confirm order from eShop system and send order confirmation to customer.**2.** Calculate the truck/ container load vs the quantity ordered. Advice customer if it is not a full load/ exceeded full load.**3.** Raise Credit Release in SharePoint system and follow up until it is unblocked.**4.** Approval on eNA system for new SKU number request.**5.** Prepare Proforma Invoice for pre-payment orders and report in MYTax portal.**6.** Make sure Required Delivery Date is updated on weekly basis.**7.** Double check MRD to make sure goods are produced as per plan and backflush into system prior transport arrangement.**8.** Raise STO Purchase Order for stock transfer purpose.**9.** Arrange container and truck booking once agreed the Material Ready Date between Production Planner and Customers. Share the booking details once confirmed.**10.** Upon OBD or PGI of shipment, CS to issue invoice in SAP system and ensure no error in ZCDCP.**11.** Attend to auditor and provide required documents.**12.** Full responsible in handling the customer assigned account from order entry until invoice.**13.** Recharge warehouse charges for goods not collected 3 working days for slab, 7 working days for non-slab from production date.**14.** Provide tonnage forecast for specific month to CS manager.**15.** Check DagangNet email and verify on invoices for payment.**16.** Issue invoice for recycling activities by production/ warehouse**17.** Raise sales order for Rockcycle material collection.**18.** Manage customer complaint, fill in Customer Complaint Form (CCF), follow up for solutions and revert to customer accordingly.**19.** Support and involve in Project for improvement purpose.**20.** Active back-up colleague who are on leave by handling the customers, prepare the required documentation.**Key responsibilities and activities include, but is not limited to:****1.** To ensure customer order/ change order is processed on timely manner including change of item and change of delivery details.**2.** Liaise closely with Production Planner and Logistics and Warehouse department on Material Ready Date, Transportation, and Delivery.**3.** Handle customer complain including verifying the issue, fill in Customer Complaint Form (CCF) whenever applicable, follow up with related parties until the CCF is closed.**4.** Ensure all invoices errors in ZCDCP SAP system cleared and updated in MYTax portal accordingly.**5.** Report all downpayment invoices in MYTax portal manually on timely manner. Link back the invoice upon delivery to the down payment invoice manually in MYTAX portal.**6.** Adhere to standard process and working guidelines from order processing, delivery, invoice including reporting in MYTax portal and customer complain handling.**7.** Provide tonnage forecast for billing of the month in order to enable overview on tonnage to-date vs target.**8.** Carry out SAP EBT testing whenever required.**9.** Attend to customer event whenever required.**Required Skills & Experience** * Proficiency in SAP or other ERP systems* Strong delivery management experience* Expertise in order processing* Skilled in invoice, debit note, and credit note issuance* Practical experience with the MYTax portal* Knowledge of international shipping and Incoterms* Effective problem‐solving techniques and critical thinking ability* Customer relationship management skills* Proficiency in Microsoft Office applications* Strong team player with collaborative mindset* Ability to perform under high‐pressure environmentsAt ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity and flooding.Stone wool is a natural, fully recyclable, versatile material that forms the basis of all our businesses. With approximately 12 000 dedicated colleagues in 40 countries and sales in more than 120, we are the world leader in stone wool products. Our employees are the reason we can achieve our goals and adapt to the changing world around us. Whether in an office, sales or factory role, our employees contribute actively to making the world safer and more sustainable.Ready to help build a better future for generations to come? Join us and make a difference!