Operation & Customer Service Executive

Focus Global Innovations Sdn Bhd; Puchong; On-site; MYR 100,000 - 150,000; Full time

Job summary

A logistics and supply chain company in Puchong, Malaysia, is seeking a professional to manage customer inquiries and oversee operational activities. This role involves handling inventory management, procurement, and creating positive customer interactions in Chinese, English, and Bahasa. The ideal candidate will excel in logistics operations, possess strong communication skills, and ensure efficient processes. The position offers opportunities to enhance customer satisfaction and improve operational efficiencies.

Qualifications

• Proficiency in Mandarin, English, and Bahasa for customer interactions.
• Experience in inventory and supply chain management.
• Strong organizational skills to manage operations and logistics.

Responsibilities

• Manage customer inquiries and complaints effectively.
• Oversee inventory accuracy to maximize working capital.
• Coordinate sourcing and procurement of materials.

Skills

Customer service

Inventory management

Procurement

Multilingual proficiency (Chinese, English, Bahasa)

Communication skills

Job description

Focus Global Innovations Sdn Bhd – Puchong New Village

• Handle customer enquiries, complaints and needs in Chinese, English and Bahasa languages.
• Focus on ensuring the smooth day‑to‑day functioning of operational activities.
• To support, track and monitor sales order in compliance and completed cycle and workflow (include pick and pack, drop orders for online orders, manage appeals the return and refund processes), project timelines, and team progress.
• Handle scheduling, vendor management and inventory tracking.
• Decision‑making responsibilities tied to improving efficiency or implementing processes.
• Create positive experience for each customer interaction.

Key Responsibilities

A. Supply Chain & Logistics

1. Inventory Management: Managing inventory accuracy in our warehouse to control inventory carrying costs and maximize working capital.
2. Procurement: Plan, manage, and coordinate activities related to the sourcing and procurement of necessary materials and supplies.
3. Product Compliance: Oversee certification process for new products being introduced to the local market. Ensure that safety and compliance requirements are met in all areas such as labeling, packaging, manuals, etc.
4. Local Operations: Oversee warehousing, delivery, and other local operations for both in‑house and 3rd‑party logistics partners.
5. Importation: Work with freight forwarder and transportation companies to obtain cost‑efficient routes and rates. Ensure our goods arrive in a timely and efficient manner, from departure at origin to delivery in our warehouse.

B. Operations

1. Work with other company stakeholders to determine most cost‑effective operations.
   • Put controls in place to ensure company assets are safeguarded (e.g. physical goods inventory, office supplies, etc.).
   • Assist in cost savings and continuous improvement projects.
   • Office management (lease contracts, forwarding company bills, etc.).
   • Develop, implement and review operational policies and procedures.
2. General ad‑hoc tasks as we scale up business operations.
3. Documentation of all systems and processes related to the above for reference of the team and to ensure business continuity.

C. Customer Service

1. Handle customer inquiries, complaints, and requests in Chinese, English & Bahasa via phone, email, chat, in a professional and timely manner.
2. Verbal and written language proficiency in Chinese, English and Bahasa.
3. Attend to walk‑in customers and manage micro‑seller portals in a professional manner with sales commission reward scheme. Objectives to have extension of nano account and branding exposures.
4. Provide accurate information about company products, services, pricing, and policies.
5. Resolve customer issues efficiently and follow up to ensure satisfactory resolution.
6. Coordinate with internal departments (sales, operations, technical, logistics, etc.) to resolve customer issues.
7. Maintain a positive and professional attitude to enhance customer satisfaction and company image.
8. Assist in preparing reports on customer feedback, common issues, and service performance in the system.

D. Others

• Help promote a company culture that encourages teamwork, top performance, and high morale.
• Accomplish any other tasks and duties that may be assigned.