Customer Service Specialist

WT Microelectronics 文曄科技(股)公司; Petaling Jaya; On-site; MYR 60,000 - 75,000; Full time

Job summary

WT Microelectronics 文曄科技(股)公司 is seeking a Customer Service Specialist to support APAC customers within a shared services environment. You will own key sales support and service processes, coordinate orders, manage backlogs, and work closely with Sales and logistics to ensure on-time delivery.

The role emphasizes proactive issue management, data accuracy in portals and reports, and mentoring juniors. A Diploma or equivalent, plus 4–5 years in customer service or order management, are preferred.

Qualifications

• Minimum Diploma or equivalent qualification in a relevant field.
• Experience in customer service, order management or supply chain support is preferred.
• Ability to work in a regional/shared services environment with clear communication.

Responsibilities

• Ensure effective day-to-day customer service operations supporting both pre- and post-shipment requirements across assigned accounts.
• Backlog management with proactive review, issue resolution, and timely follow-ups.
• Act as a key contact for Sales to manage orders and fulfillment requirements.
• Drive timely resolution of order-related issues to minimize delivery disruption.
• Participate in continuous improvement to enhance service quality and efficiency.
• Support and guide junior team members to ensure consistent processes.
• Rotate within specialist functions while maintaining high performance.

Skills

Attention to detail

Excel & reporting

Order fulfillment

Communication

Prioritization

Problem-solving

Customer focus

Education

Diploma or equivalent

Tools

Microsoft Excel

Job description

Working within a shared services environment supporting customers across Asia Pacific, the Customer Service Specialist is responsible for ensuring efficient execution and coordination of all sales support and service activities. This role goes beyond transactional support to include ownership of key processes, proactive issue management, and close collaboration with internal stakeholders to enhance customer satisfaction and operational effectiveness.

PRINCIPAL ACCOUNTABILITIES

• Ensure effective day-to-day customer service operations supporting both pre- and post-shipment requirements across assigned accounts
• Take ownership of customer backlog management, maintaining backlog integrity through proactive review, issue resolution, and timely follow-ups
• Act as a key point of contact for sales teams, providing guidance and support in managing customer orders and fulfillment requirements
• Drive timely resolution of order-related issues, ensuring minimal disruption to customer delivery schedules
• Participate in and contribute to continuous improvement initiatives to enhance service quality and operational efficiency
• Support and guide junior team members where required, ensuring consistency in process execution
• Rotate within specialist functions as required, while maintaining high performance across all assigned responsibilities

JOB DESCRIPTION

• Proactively manage and review customer backorder reports, ensuring timely closure within defined turnaround time
• Work closely with Sales to manage pre- and post-shipment activities, including order changes, expedites, and delivery commitment
• Support and drive requirements from customer bond constraint reporting, ensuring accurate fulfillment of bonded inventory program
• Monitor and manage customer forecasts and order changes, ensuring alignment with supply and system update
• Maintain and update customer portals, customized reports, and system data to ensure accuracy and visibility
• Identify and escalation risk or shortfalls, ensuring early communication and mitigation action
• Provide recommendations to improve order fulfillment, inventory planning, and customer satisfaction
• Ensure compliance with company policies, procedures, and service standard
• Escalate complex or high-impact issues to management in a timely and structured manner
• Support business continuity requirements, including rotational work arrangements when necessary

QUALIFICATIONS

• Minimum Diploma or equivalent qualification in a relevant field

EXPERIENCE

• Minimum 4–5 years of experience in customer service, order management, or supply chain support
• Experience in a shared services or regional support environment is advantageous
• Prior experience handling complex customer accounts or escalation cases is preferred

COMPETENCIES

• Strong attention to detail with high accuracy in data management and order processing
• Advanced proficiency in Microsoft Excel and reporting tools
• Good understanding of order fulfillment processes and supply chain concepts.
• Strong communication and interpersonal skills, with the ability to work effectively with regional teams.
• Ability to prioritize, manage multiple tasks, and handle competing deadlines.
• Proactive mindset with strong problem-solving skills and initiative.
• Customer-focused with the ability to manage expectations and build strong working relationships.