Customer Service Specialist

Omya Group; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

Omya Group in Shah Alam seeks a Customer Service Specialist to manage orders, pricing, and inquiries for multiple segments. You will input orders in SAP, verify pricing, and coordinate with Sales and Logistics to ensure on-time delivery.

Strong communication, organizational skills, and experience with Salesforce/SAP are required. Responsibilities include handling complex customer requests, maintaining accurate records, and supporting export/import activities while upholding QSHE standards.

Qualifications

• Degree or professional qualification is required.
• Minimum 5 years of experience in customer service, preferably in manufacturing/export.
• Experience in export/import or international business is beneficial.

Responsibilities

• Manage customer orders and pricing in SAP/Salesforce with accuracy.
• Coordinate with Sales, Logistics, and Finance to ensure timely delivery.
• Handle complex customer requests and complaints, close cases in Salesforce.
• Support QSHE compliance and quarterly/annual closing activities.

Skills

Customer focus

Communication skills

Organizational skills

Sales systems

Salesforce

SAP

Excel

Language capability

Education

Degree/ Professional Qualification

Tools

Salesforce

SAP

Excel

Job description

## Customer Service SpecialistApplylocations: Shah Alamtime type: Full timeposted on: Posted Todayjob requisition id: JR018099**Key Accountabilities****Segment Management*** Has functional responsibility for all segments under Omya entities in Malaysia.* Recommend potential segment improvements to management by collecting customer information and analyzing customer needs.* Provide accurate, valid and complete information for a specific segment internally and externally related to order management.* May supervise or oversee junior Customer Service Representatives.**Customer Pricing*** Enter and maintain pricing and customer details in appropriate systems.* Verify customer pricing and terms of sale and maintain SAP customer quotations, summary billing setup and rebates in SAP & Salesforce system.* Communicate with Sales group to ensure customer pricing and requirements are understood and correctly input into SAP & Salesforce Price Offer Management system as well as ensure that all are informed of key issues/accounts.**Order Management*** Input accurate customer order information into SAP in accordance with procedures set forth by the department Manager.* Complete and obtain Sales approval for product quality deviations.* Communicate with plant shipping department to provide order information and set delivery dates on a timely basis to facilitate production planning and scheduling.* Follow up with transportation suppliers and warehouse suppliers to ensure that orders are shipped as scheduled and advise customer of shipping details.* Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation.* Process returns, credits and debits in SAP in accordance with existing procedures.* When applicable monitor and process EDI orders in accordance with existing procedures.* Assisting shipping functions for all export orders; in coordination with Logistics and the warehouse to ensure proper carrier arrangement and accurate billing in SAP being done on timely manner.* Coordinate imported products, vendor or via the chain order process in SAP.**Customer Requests and Complaints*** Take care of the most complex customer requests and complaints, and with all requests and complaints regarding a specific segment.* Monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues.* Close complaints in the Salesforce Claims database in accordance with existing procedures.* Follow up all customer enquiries & update Salesforce Case Management.* Attend customer meetings and visits to customer sites when applicable.**QSHE** **Compliance*** Maintain safe working conditions and practices to achieve a zero (0) lost time injury record within the area of responsibility.* Perform work duties in accordance with Quality System Manual procedures & company policy.* Participate in all QSHE related activities as per required for the department.**Management Support*** Perform work duties in support of superior and reporting.* Assist in monthly & yearly ending book closing in SAP under SDLE.* Assist in stock count activities in external warehouse as and when needed & to reconcile the book.**Solid line(s) to** Head of Customer Service (Malaysia) **Dotted line(s) to** n/a **Number of direct reports** n/a **Number of total reports** n/a **Number of dotted line(s) reports** n/a **Performance Measures*** Ensure all customer’s demand and requirements are resolved with exception on pricing & sales terms & conditions.* Ensure all orders are entered accurately and quickly to minimize any delays in delivery of product on the required date.* Ensure that invoicing is executed in a timely and accurate way.* KPIs agreed in yearly MbO.**Internal contacts*** Supply Chain Management* Sales* Customer Service* Logistics* Warehouse* Operations* Finance**External contacts*** Customers* Suppliers, intermediaries, 3rd party service providers, vendors**Education**Degree/ Professional Qualification. **Experience*** Minimum 5 years of prior experience in the areas of customer service, with the emphasis on manufacturing segment.* Experience in export/import transportation or international business in the industrial chemical market is beneficial**Knowledge and skills*** High degree of customer focus.* Solid expert knowledge of a specific segment.* Solid & professional communication skills both written and verbal.* Excellent organizational and interpersonal skills.* Computer skills and proficiency with automated sales systems.* Ability to act quickly and accurately and function in a fast-paced & dynamic environment.* Ability to perform multiple tasks under pressure and analyze problems with minimum supervision.* Ability to always maintain confidential information.* Working knowledge of Microsoft Word and Excel.* Working knowledge of Salesforce & SAP preferred.* Ability to develop rapport with customers, vendors & internal cross-functional department.**Other requirements*** Excellent command of both oral and written local language and English are required.* Command of both oral and written Chinese/Mandarin language is preferred.* Must be a good team player & contributor.* Readiness to travel occasionally.