Executive Customer Service

DKSH Malaysia Sdn Bhd; Malaysia; On-site; MYR 40,000 - 67,000; Full time

Job summary

DKSH Malaysia Sdn Bhd is seeking an Executive, Customer Service to manage the Order-to-Cash process in the Performance Materials unit in Malaysia. You will handle sales orders, delivery orders, invoicing, and AR, coordinating with warehouse, LSPs, and internal teams to ensure accurate fulfillment and timely deliveries.

The role demands a degree in a relevant field, experience in customer service or outbound logistics, and proficiency in SAP.

Qualifications

• Degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• Experience in customer service, outbound logistics, supply chain, or distribution management.
• Proficiency in SAP for O2C processes.
• Knowledge of Incoterms and trade compliance is a plus.

Responsibilities

• Create SAP Sales Orders and Delivery Orders accurately and on time, coordinating with stakeholders on stock and delivery times.
• Manage outbound supply chain for timely deliveries; handle order changes and cancellations; provide proactive status updates.
• Coordinate with warehouse and LSP to streamline operations and ensure smooth order processing and delivery.
• Track shipments and address delays to minimize impact on customer experience.
• Ensure outbound shipments comply with trade regulations, Incoterms, licenses, permits, and proper documentation.
• Ensure timely and accurate customer invoices in SAP, including credit and debit notes for returns.
• Support monitoring and follow-up of customer payments and Accounts Receivable.
• Identify and analyze issues and collaborate to resolve challenges efficiently.
• Communicate solutions clearly to customers and stakeholders.
• Monitor stock levels and allocate for outbound shipments; identify excess or shortages with planners.

Skills

Customer service

Analytical thinking

Stakeholder management

Problem solving

Education

Degree in Supply Chain Management

Tools

SAP

Job description

The Executive, Customer Service is responsible for efficiently managing the Order-to-Cash (O2C) process within DKSH's Performance Material business unit in Malaysia, from sales order creation through to customer cash collection. This role drives accurate order fulfilment and timely delivery by collaborating closely with internal teams and external parties to optimize outbound processes and ensure a consistently high standard of customer satisfaction.

What You Will Deliver

• Create Sales Orders and Delivery Orders accurately and on time in SAP, communicating with all relevant stakeholders on stock availability, delivery lead-times, and customer requirements
• Efficiently manage outbound supply chain processes to ensure timely and accurate delivery, process order changes and cancellations, and provide proactive status updates to customers and internal teams
• Coordinate and communicate effectively with the warehouse and Logistics Service Provider (LSP) to streamline operations and ensure smooth order processing and delivery
• Track shipments, coordinate deliveries, and proactively address delays or disruptions to minimize impact on customer experience
• Ensure all outbound shipments comply with trade regulations and applicable customs requirements, applying knowledge of trade mechanisms such as Incoterms, licenses, and permits to maintain accurate and complete documentation
• Ensure timely and accurate customer invoice creation in SAP, including Credit and Debit Notes for goods returns
• Support the monitoring and follow-up of customer payments and Accounts Receivable (AR)
• Identify and analyze issues related to order fulfilment, warehouse and logistics operations, quality, or customer satisfaction, applying established troubleshooting procedures and collaborating with colleagues to resolve challenges efficiently
• Communicate solutions clearly and effectively to customers and relevant stakeholders
• Support the monitoring of stock levels and ensure proper allocation for outbound shipments, proactively identifying excess stock and shortage issues in close collaboration with Planners and Inbound Specialists

What You Bring

• Degree in Supply Chain Management, Logistics, Business Administration, or a related field
• Prior working experience in customer service, outbound logistics, supply chain, or distribution management
• Proficiency in SAP for Sales Order and Delivery Order creation, invoicing, and related Order-to-Cash (O2C) processes
• Good understanding of outbound supply chain operations, warehouse coordination, and logistics service provider managementKnowledge of trade compliance mechanisms including Incoterms, licenses, and permits
• Strong attention to detail and analytical skills with effective problem-solving capabilities
• Strong communication and stakeholder management skills with the ability to collaborate effectively across internal and external teams

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Client and Customer Service.

DKSH’s purpose is to enrich people’s lives. For nearly 160 years, we have been marketing, selling, and distributing high-quality products and brands for multinational and Fortune 500 companies. Through our Business Units Consumer Goods, Healthcare, Performance Materials, and Technology, we deliver sustainable growth for our partners. We contribute to improving the quality of life for our employees and people in the local communities in which we operate. Headquartered in Switzerland, DKSH is publicly listed and operates in 36 markets across Asia Pacific, Europe, and North America. We employ over 29,000 specialists and produced net sales of CHF 11.1 billion in 2023.

DKSH’s purpose is to enrich people’s lives. For nearly 160 years, we have been marketing, selling, and distributing high-quality products and brands for multinational and Fortune 500 companies. Through our Business Units Consumer Goods, Healthcare, Performance Materials, and Technology, we deliver sustainable growth for our partners. We contribute to improving the quality of life for our employees and people in the local communities in which we operate. Headquartered in Switzerland, DKSH is publicly listed and operates in 36 markets across Asia Pacific, Europe, and North America. We employ over 29,000 specialists and produced net sales of CHF 11.1 billion in 2023.

What can I earn as a Customer Service Executive