Customer Service Expert (Senior Level)

Job ID: 23748

Position Title: Industry General and Wholesale Trading

Job Description:

1. Handle and assist customers with sales inquiries and provide appropriate solutions or alternatives in a timely manner.
2. Prepare quotations, process purchase orders, and manage customer claims related to shipment delays, defective items, or incorrect pricing.
3. Resolve product or service issues by clarifying customer complaints, determining the cause, and offering the best solutions. Follow up to ensure complete resolution.
4. Rectify part number errors, request lead time changes from suppliers, and liaise with Sales, Shipping, and Account Teams on order statuses and AR matters.
5. Prepare Request For Quotations (RFQs) and generate Purchase Orders (POs) to suppliers. Monitor inventory allocation and check lead-time status.
6. Communicate delays and delivery changes internally and externally. Expedite deliveries by suppliers and update systems as needed.
7. Troubleshoot and resolve operational issues while implementing preventive measures to ensure smooth daily operations.
8. Participate in Customer Service projects and provide training and guidance to team members and new hires.
9. Cover operational duties during short hands due to unforeseen circumstances.
10. Ensure the accuracy of data for KPI reporting and review workflows for improvements.

Salary: 4000~5500 (RM)

Location:

Requirements:

1. Education: Diploma or higher level of education.
2. Experience: 4-6 years of relevant working experience, with the ability to handle multiple tasks and provide effective solutions to customer and operational issues.
3. Strong interpersonal, communication, organizational, and problem-solving abilities.
4. Proficient in MS Office and Outlook.
5. Comfortable working in a high-volume and fast-paced environment.
6. Ability to multitask, prioritize effectively, and manage an average of 50 quotations/sales orders per day (with 20-line items per order).
7. Service-oriented with good telephone etiquette and customer service skills.
8. Languages: Good command of Bahasa Malaysia and English; proficiency in other languages is a plus.
9. Work Attitude: Must be a team player, capable of working independently with minimal supervision, and have a positive and professional work attitude.
10. Flexibility: Willingness to work on Saturdays, public holidays, and perform additional duties as required.