O2C Customer Care Specialist

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

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.