Customer Service Specialist (Remote)

Freelancing; Malaysia; Remote; MYR 40,000 - 60,000; Full time

Job summary

Freelancing is seeking a Customer Service Specialist to manage end-to-end commercial lifecycle, ensuring our groundbreaking technologies reach customers and distributors worldwide with precision and speed.

This 100% remote role requires English and Mandarin language skills and will handle order management, returns, data governance, and cross-functional coordination with Sales, Finance, Logistics, and Product teams to deliver a seamless customer experience.

Qualifications

• Process inbound purchase orders in Oracle ERP and Salesforce CRM.
• Validate PO accuracy against pricing, terms, and product configuration.
• Manage order modifications, cancellations, and backlog or backorder communication.
• Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability.
• Enter and maintain customer master data with accuracy.

Responsibilities

• Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations.
• Liaise with Finance on credit holds, billing issues, and payment term questions.
• Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life.
• Previous experience of order management and customer service.
• English and Mandarin language skills.
• Knowledge of ERP and CRM business systems (such as Oracle or Salesforce).
• Very detail oriented
• Good interpersonal skills
• Ability to work independently whilst collaborating with others.

Skills

Order management

Customer service

English & Mandarin

ERP/CRM systems

Data governance

Cross-functional

Detail oriented

Independent work

Interpersonal skills

Tools

Oracle

Salesforce

Job description

As a Customer Service Specialist, you are more than an order processor; you are a vital link in our global mission. By managing the end-to-end commercial lifecycle, you ensure our groundbreaking technologies reach customers and distributors worldwide with precision and speed. Your work directly impacts our ability to support life-changing research by providing a seamless, high-performance experience for the scientific community.

This role is remote (100% work from home) and requires both English and Mandarin language skills.

What you will be doing:

Order Management

• Process inbound purchase orders (direct and distributor) in ERP (Oracle) and CRM (Salesforce)
• Validate PO accuracy against pricing, terms, and product configuration, and process orders within defined SLA
• Manage order modifications, cancellations, and backlog or backorder communication
• Support end-of-quarter (EOQ) volume surges with elevated responsiveness and availability

Returns & Logistics

• Initiate and track RMA (Return Merchandise Authorization) requests through resolution
• Coordinate with 3PLs and logistics partners on shipment exceptions and delivery escalations
• Keep customers and sales informed through the process

Customer & Data Governance

• Enter and maintain customer master data (ship-to, bill-to, contact records) with accuracy
• Support new customer onboarding and account setup in collaboration with Sales, Finance, and Legal

Cross-Functional Coordination

• Partner with Sales to resolve pricing discrepancies, special terms, and account-level escalations
• Liaise with Finance on credit holds, billing issues, and payment term questions
• Collaborate with Operations, Supply Chain, and Product Management on product availability, new product introductions, and end of life
• Previous experience of order management and customer service
• English and Mandarin language skills
• Knowledge of ERP and CRM business systems (such as Oracle or Salesforce)
• Very detail oriented
• Good interpersonal skills
• Ability to work independently whilst collaborating with others

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