Customer Service Specialist

ROCKWOOL International A/S; Subang Jaya; On-site; MYR 72,000 - 108,000; Full time

Job summary

ROCKWOOL International A/S in Malaysia seeks a Customer Service Specialist to support order processing, delivery planning, invoicing, and complaint handling. The role reports to the Customer Service Department within the Supply Chain Division, offering a one-year contract with potential for extension based on performance.

The position requires knowledge of orders, production and delivery planning, invoicing, and customer issue resolution.

Qualifications

• Proficiency in SAP or other ERP systems.
• Experience in order processing and shipment coordination.
• Knowledge of invoicing, credit notes, and tax portals.
• Familiarity with Incoterms and international shipping.
• Experience with MYTax portal is a plus.

Responsibilities

• Process customer orders and changes accurately and timely.
• Coordinate with Production Planner, Logistics, and Warehouse on delivery details.
• Handle customer complaints and close CCFs.
• Ensure invoices are error-free in SAP and MYTax portal.
• Prepare and issue proforma invoices for pre-payments.

Skills

SAP ERP

Order processing

Customer service

Incoterms

MyTax portal

Tools

SharePoint

MYTax portal

eShop system

ZCDCP

SAP EBT testing

Job description

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 environments

At 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. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore. Ready to help build a better future for generations to come? Join us and make a difference! http://www.rockwool.com/group/about-us/careers/