Front Office Customer Service Agent

Henkel AG & Co. KGaA; Shah Alam; On-site; MYR 20,000 - 100,000; Full time

Job summary

A global adhesive company is seeking an Adhesive Customer Service Front Office Agent in Selangor, Malaysia. The role involves supporting customers' order processes, managing inquiries, and ensuring timely delivery while adhering to company policies. Ideal candidates will exhibit professionalism, problem-solving capabilities, and have a proactive approach in enhancing service quality. This position offers an opportunity to work closely with sales and logistics teams.

Qualifications

• Professionalism in handling customer inquiries and concerns.
• Ability to manage, problem-solve, and respond to issues in a timely manner.
• Initiative in learning and accountability.

Responsibilities

• Support internal and external customers’ purchase orders across multiple regions.
• Follow up with Sales on customers’ back order status.
• Process order changes in compliance with company policies.
• Provide customer support and assist with inquiries.
• Communicate reschedules and suggest alternatives to mitigate shipping delays.
• Assist in internal and external audit requests.

Job description

Overview

The Adhesive Customer Service Front Office Agent is the first contact point to support customers, representatives and distributors. The qualified candidate should maintain good rapport with customers by handling their concerns with professionalism. They should be able to take initiatives in learning, accountability and are capable of managing, problem-solving and responding to open issues in timely manner.

Responsibilities

• Fulfil and support internal and external customers’ purchase orders from a multi-region customer base.
• Close follow up with Sales and Customers’ back orders status.
• Process order changes with compliance to Company\'s policies.
• Provide customer support; attend to their inquiries and provide assistance as and when necessary.
• Coordinate and expedite with related departments on customers’ orders and delivery matters.
• Proactively communicate reschedules and suggests alternative options to mitigate escalation due to shipping delays.
• Support in internal and external audit requests.
• E-Filing of invoices and all sales and shipping related document.
• Ensure all documentation and order processes are in accordance to corporate guidelines.
• Responsible to meet operational KPI
• Participate in order management process improvement when needed.
• Continuously seek alternative solutions and value-add processes to enhance ongoing services to Customers.
• Participate in stock-take
• Participate in Ad-hoc duties and projects as per requested by the Customer Service Manager.