Operation Support Executive (Customer Service)

TransPak; Iskandar Puteri; On-site; MYR 60,000 - 90,000; Full time

Job summary

TransPak Malaysia is seeking an experienced Operation Support Executive (Customer Service) to lead our Operation Support team and ensure exceptional service delivery. You will handle complex inquiries, mentor junior staff, and drive process improvements to raise customer satisfaction.

In this role you will coordinate with Material Planner, Production, Logistics, Project Management and Sales Support to ensure accurate orders, timely updates, and effective escalation handling.

Qualifications

• 3-5 years of experience in customer service or account management.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Excel (pivot tables, formulas), Word and PowerPoint.
• Knowledge of ERP systems (Sage X3, SAP) is an advantage.

Responsibilities

• Handle end-to-end order management and liaise with internal teams to ensure smooth service delivery.
• Proactively update customers on order status via email or phone.
• Act as escalation point for customer inquiries and resolve issues promptly.
• Mentor junior staff and contribute to process improvements to enhance customer satisfaction.
• Prepare monthly/weekly/daily reports on operations performance.
• Work with Project Management and Sales Support to align with business directions.
• Provide technical support for engineering inquiries and relay customer feedback to product teams.
• Monitor operations processes and identify opportunities to improve quality and efficiency.

Skills

Customer service

Account management

Analytical skills

Communication skills

Tools

Sage X3

SAP

Excel

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Operation Support Executive (Customer Service)

We are seeking an experienced Operation Support Executive to lead our Operation Support team and ensure exceptional service delivery. The ideal candidate will be responsible for handling complex customer inquiries, mentoring junior staff, and improving service processes to enhance customer satisfaction. You will act as a key point of contact for escalated issues and work closely with cross-functional teams to drive service excellence.

Key responsibilities

Handle end-to-end order management, process customer orders accurately and efficiently, and liaise with Material Planner, Production, and Logistics Team to ensure customer orders are handled and arranged accordingly

Proactively update customers on order status and changes via email/phone

Serve as the primary contact window between packers and customers, ensure packer manpower is arranged efficiently, and monitor actual pack on-site hours to ensure service charges are billed accordingly and packer working hours are planned as per Labor Law Act

Participate in regular internal briefings to align on operational priorities and customer expectations

Act as an escalation point for customer complaints and expedition requests, applying a problem-solving mindset and taking appropriate action to address customer pain points

Build and maintain strong relationships with customers to ensure customer satisfaction, proactively identify customer needs, and suggest solutions to enhance their experience

Work closely with the Project Management and Sales Support teams to ensure the customer is served in alignment with the business direction

Provide technical support for engineering related inquiries and work closely with the Engineering team to communicate customer feedback and product improvement

Monitor and analyse Operation Support processes and develop improvement plans to enhance internal process flow and quality of customer service

Prepare Monthly/Weekly/Daily Reports

About you

3-5 years of working experience in customer service/account management or equivalent experience

Strong analytical skills

Proficient in Microsoft Excel (pivot tables, formulas for pricing), Word, and PowerPoint

Knowledge of ERP system such as Sage X3, SAP, or similar platform is an advantage

Problem solving and communication skills