Distributor Service Excellence Lead

Heineken Malaysia Berhad; Selangor; On-site; MYR 48,000 - 72,000; Full time

Job summary

Heineken Malaysia Berhad is seeking a Customer Service Executive – Distributor Service to be the primary contact for assigned distributors, ensuring seamless order-to-cash execution and delivering exceptional customer service. You will collaborate with cross-functional teams to ensure timely order fulfilment and resolve issues, driving improvements in the customer experience.

The role also involves managing distributor relationships, monitoring KPIs/SLAs, and contributing to efficiency and

Qualifications

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Customer Service, Commerce, Marketing or related field.
• 2–5 years of experience in Customer Service, Distributor Service, Supply Chain, Logistics, Sales Administration or related functions.
• Experience managing distributor relationships and resolving customer enquiries, requests and complaints.
• Strong stakeholder management and ability to collaborate across cross-functional teams.
• Proficiency in ERP systems (preferably SAP), Microsoft Excel and Power BI.

Responsibilities

• Manage end-to-end distributor order processing, ensuring accurate and timely order fulfilment.
• Act as the primary contact for assigned distributors, handling enquiries, order requests and service-related issues.
• Coordinate with Sales, Planning, Warehouse, Logistics, Finance, and Supply Chain teams to ensure seamless order execution.
• Resolve customer requests, queries, and complaints while maintaining strong distributor relationships.
• Monitor service performance against KPIs and SLAs, identifying opportunities to improve customer satisfaction.
• Prepare operational reports and analyse service trends to support business decisions.
• Drive continuous improvement initiatives to enhance customer service processes and operational efficiency.
• Ensure compliance with company policies, operational procedures, and data accuracy standards.

Skills

Customer service

Stakeholder management

Cross-functional collaboration

Analytical skills

Communication

Organizational skills

Education

Bachelor's degree in related field

Tools

SAP

Microsoft Excel

Power BI

Job description

Heineken Malaysia Berhad is seeking a Customer Service Executive – Distributor Service to be the primary contact for assigned distributors, ensuring seamless order-to-cash execution and delivering exceptional customer service. You will collaborate with cross-functional teams to ensure timely order fulfilment and resolve issues, driving improvements in the customer experience.

The role also involves managing distributor relationships, monitoring KPIs/SLAs, and contributing to efficiency and