Customer Service Specialist

Randstad Sourceright; Selangor; On-site; MYR 33,000 - 56,000; Full time

Job summary

Randstad Sourceright is seeking Customer Service Representatives in Selangor, Malaysia. You will handle inquiries, process orders, and collaborate with hospital staff and warehouses to ensure timely, accurate service and stock availability.

Ideal candidates have a Diploma/Degree in a relevant field and at least 1 year of customer service experience, with proficiency in MS Office, CRM, and ERP systems such as Salesforce and SAP.

Qualifications

• Diploma/Degree in Business Management, Economics, International Studies or related field.
• At least 1 year of customer service experience.
• Proficiency with MS Office, CRM, and ERP systems (Salesforce, SAP).
• Basic understanding of order-to-cash processes and returns.

Responsibilities

• Handle customer and stakeholder inquiries and complaints efficiently.
• Process orders, bookings, invoices, and returns.
• Coordinate with 3PL/4PL, warehouse, and hospital staff to ensure stock availability.
• Maintain accurate records and ensure compliance with quality systems and SOPs.
• Collaborate across departments to meet business objectives and improve processes.

Skills

MS Office

CRM

ERP

O2C

Education

Business degree

Tools

Salesforce

SAP

Job description

Customer Service Representatives are accountable for delivering exceptional service to internal and external stakeholders, strengthening relationships, and driving continuous improvement in quality and processes. They ensure that every customer interaction meets the highest standards, while actively contributing to a productive, high-performing team. A commitment to excellence and quality is central to all deliverables.

Key Responsibilities

• Handle customer and stakeholder inquiries and complaints efficiently and effectively, taking ownership and escalating where required.
• Contribute the team’s set KPI’s by ensuring all customer orders, bookings and invoices are processed efficiently, in compliance with all JJM Quality systems and relevant SOPs.
• Processing of orders, consignments, billing and returns (collection and replacement)
• Effectively manage orders, consignment inventory, liaising with product specialists, hospital staff and warehouse to maintain stock availability at hospital locations. Complete consignment counting reconciliation activities & expired inventory activities as required within specified timeframes.
• Responds to and resolves complex customer complaints within the SLA.
• Build effective relationships with internal and external stakeholders’ including interdepartmental peers and management, hospital staff in theatre, purchasing and bookings, and surgeons’ rooms.
• Takes ownership for ensuring the accuracy and completeness of work with a strong focus on executing day to day order management activities in a timely and accurate manner.
• Work with 3PL/ 4PL to ensure service and order delivers on time to customers and collaborate on specific projects or initiatives to support business growth and process improvements.
• Collaborating across multiple departments which include but not limited to Finance, Warehouse, Supply Chain, Commercial team, Loan kits etc.
• Actively notify management of any process changes required to accommodate customers special requirements.
• Participate actively in alignment and adherence to business objectives, policies and procedures.
• Undertake any other duties or responsibilities deemed necessary on process improvements.

Requirements

• Diploma/Degree in Business Management, Economics, International Studies or any other relevant field.
• At least 1 year of customer service experience
• Proficient in technical tools including MS Office, CRM, and ERP systems with exposure to platforms such as Salesforce (SFDC) and SAP systems, with focus on the Order-to Cash (O2C) process.
• Basic Understanding of EDI or VMR or Order Management Process.
• Basic Understanding of Return & Rejection Process.
• Proactive team player, and able to take charge and follow-through.
• Strong application and knowledge of MS Excel, Words and PowerPoint.