[MYSG] Customer Care Executive

L'Oréal; Petaling Jaya; On-site; MYR 72,000 - 120,000; Full time

Job summary

L'oreal Usa in Petaling Jaya is seeking an experienced customer service specialist to manage end-to-end Order-to-Cash for key clients. You will act as a dedicated partner, ensuring accurate order execution and proactive communication across channels.

The role requires 5+ years in customer service or supply chain, with FMCG experience a plus; fluency in English and SAP knowledge are beneficial. You will coordinate with distribution, transport and credit teams to optimize delivery and payment

Qualifications

• More than 5 years’ experience in the customer service, logistics and supply chain.
• Experience in FMCG industry is a plus.
• Fluent in oral and written English.
• Knowledge of SAP is a plus.
• Able to collaborate cross-functionally and proactively.

Responsibilities

• Act as a dedicated partner for clients, ensuring end-to-end Order-to-Cash (O2C) execution.
• Build sustainable relationships with clients through interactive communication.
• Respond promptly to customer inquiries via multiple channels and follow up until resolution.
• Optimize service level and ensure regulatory compliance for all products before shipment.
• Collaborate with Physical Distribution and Transport teams for order scheduling and logistics.
• Partner with Credit Manager to identify credit risks and implement corrective actions.
• Enforce the credit policy and payment deadlines with follow-ups on bills.

Skills

Customer service

Interpersonal skills

Relationship management

Negotiation

Cross-functional collaboration

Proactivity

Team player

English fluency

Pressure handling

Job description

Key Job Accountabiliti es:

Customer & Order Management

• 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/regi ons 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 standardizatio n, process optimization.
• Fluent in oral and written communication in English.
• Knowledge of SAP is a plus.