Executive - Distributor Service

Heineken Malaysia Berhad

Selangor

On-site

MYR 48,000 - 72,000

Full time

5 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

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

As a Customer Service Executive – Distributor Service, you will be the primary point of 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, resolve customer issues, and continuously improve the customer experience.

About the Role

Key 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.

Requirements

Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Customer Service, Commerce, Marketing, or a related field.
Minimum 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 skills with the ability to collaborate across cross‑functional teams.
Proficiency in ERP systems (preferably SAP), Microsoft Excel, Power BI, and Microsoft Office applications.
Strong analytical, communication, problem‑solving, and organisational skills with a customer‑centric mindset.
Ability to manage multiple priorities in a fast‑paced environment while meeting service level agreements (SLAs).
Experience in FMCG, beverage, manufacturing, pharmaceutical, or distribution industries is an advantage.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

HEINEKEN Malaysia with its portfolio of iconic international brands is the leading brewer in the country. The Company brews, markets and distributes:

The World’s No. 1 international premium beer Heineken®

The great taste of Heineken® with dealcoholised Heineken® 0.0

The World‑acclaimed iconic Asian beer Tiger Beer

The crystal‑cold filtered beer Tiger Crystal

The World’s No. 1 stout Guinness

The World’s No. 1 cider Strongbow Apple Ciders

The New Zealand inspired cider Apple Fox Cider

The all‑time local favourite Anchor Smooth

The premium Irish ale Kilkenny

The real shandy Anglia

HEINEKEN Malaysia also produces the wholesome, premium quality non‑alcoholic Malta. HEINEKEN Malaysia’s brand portfolio also includes the No. 1 German wheat beer Paulaner and Japan’s No. 1 100% malt beer Kirin Ichiban.

HEINEKEN Malaysia through its e‑commerce platform, Drinkies now delivers chilled beers and ciders on demand, within 60 minutes or as scheduled. Drinkies also offers freshly tapped beer to cater for home parties and other events including weddings and corporate dinners. For enquiries, call 012-281 8888 or visit www.drinkies.my

The Company continues to lead the responsible drinking agenda through its Drink Sensibly campaign.

Listed on the Main Market of Bursa Malaysia, HEINEKEN Malaysia’s principal shareholder is GAPL Pte Ltd based in Singapore. GAPL Pte Ltd is 100% owned by Heineken N.V.

For more information please visit: www.heinekenmalaysia.com