[MYSG] Customer Care Executive (1Y Contract)

L'Oréal; Petaling Jaya; On-site; MYR 67,000 - 134,000; Full time

Job summary

L'Oréal Malaysia in Petaling Jaya seeks an experienced Order-to-Cash specialist to ensure accurate end-to-end processing and build strong client partnerships. You will respond to inquiries, coordinate with distribution and transport teams, and uphold credit policies while driving process improvements.

The role requires 5+ years in customer service/logistics, excellent English, and the ability to manage complex activities under pressure in a fast-paced FMCG environment.

Qualifications

• Excellent Customer Service and communication skills.
• Experience in logistics and supply chain, FMCG a plus.
• Ability to build and maintain client relationships.
• Strong relationship management and negotiation skills.
• Proactive collaboration across functions and teams.
• Fluent English written and spoken.
• Knowledge of SAP is a plus.

Responsibilities

• Act as a dedicated partner for clients, ensuring seamless end-to-end Order-to-Cash (O2C) execution.
• Build sustainable relationships with clients through personalized communication.
• Respond promptly to customer inquiries across channels and follow up until resolution.
• Optimize service level and ensure regulatory compliance before shipment.
• Coordinate with Physical Distribution and Transport teams for order scheduling and logistics.
• Partner with Credit Manager to identify credit risks and implement corrective actions.
• Enforce credit policy and sales terms, including payment deadlines and follow-ups.
• Record, analyze, and follow up on disputes (Claims & Return Management).
• Proactively troubleshoot non-routine issues and propose corrective measures to improve O2C processes.
• Prepare and submit regular Order and Claims reports; communicate issues up the chain and implement corrective actions.
• Lead or participate in process improvement projects with cross-regions.
• Train new collaborators and transfer knowledge.

Skills

Customer service

Logistics

Supply chain

Interpersonal skills

Relationship management

Negotiation

Cross-functional collaboration

English proficiency

SAP knowledge

Tools

SAP

Job description

Key Job Accountabilities

• Act as a dedicated partner for our clients, ensuring seamless and accurate execution of the end-to-end Order-to-Cash (O2C) cycle
• Build sustainable relationships and trust with clients through personalized and interactive communication.
• Respond promptly to customer inquiries via multiple channels and ensure follow-up until resolution.
• To optimize service level and ensure regulatory compliance for all products before shipment
• Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
• Partner with Credit Manager to identify any credit risks and to implement corrective actions.
• Enforce the credit policy and the application of our sales terms and conditions in term of payment deadlines, through follow up & reminders of the bills payment.

Claims and Dispute Management

• Record, analyze and follow up on dispute situations (Claims & Return Management) in accordance with Internal Policies within the committed timeline.
• Proactively troubleshoot non-routine issues and propose corrective measures to improve order-to-cash processes.

Reporting

• Prepare and submit regular Order and Claims reports accurately and on time as required by line management
• Proactively communicate towards the hierarchy in case of problems and implement adapted corrective actions

Process improvement

• Collaborate with cross functions/regions to lead or participate in the implementation of projects to drive order-to-cash process improvements for both the clients and team
• Participate to the training of new collaborators and transfer knowledge and know-how of the job

Requirements

• More than 5 years’ experience in the customer service, logistics and supply chain, experience in FMCG industry is a plus.
• Excellent Customer Service skills including interpersonal communication skill, relationship management, negotiation skill and proactive to collaborate cross function.
• Responsible working attitude and excellent team player with proven ability to collaborate effectively in a team-oriented environment.
• Anticipates business activity and acts proactively.
• Ability to handle complexity and work under pressure.
• Continuous improvement mindset like standardization, process optimization.
• Fluent in oral and written communication in English.
• Knowledge of SAP is a plus.