Operations Support Executive

JAC Recruitment; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global leader in logistics solutions is seeking an Operation Support Executive in Kuala Lumpur. The role involves managing complex customer inquiries, mentoring junior staff, and optimizing service processes. Strong analytical skills and proficiency in Microsoft Excel are essential, along with 3-5 years of customer service experience. This position offers an opportunity to enhance customer satisfaction and improve operational efficiency.

Qualifications

• 3 – 5 years of experience in customer service/account management.
• Strong analytical skills required.
• Proficient in Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Assist HOD with end-to-end order management.
• Coach and supervise support and field personnel.
• Monitor and analyze Operation Support process for improvements.

Skills

Customer service

Strong analytical skills

Proficient in Microsoft Excel

Communication

Tools

Sage X3

SAP

Job description

A global leader in crating, packaging, and logistics solutions is currently seeking a Operation Support Executive to be responsible for handling complex customer inquiries, mentoring junior staff, and improving service processes to enhance customer satisfaction

Job Responsibilities

• Assist HOD to handle end-to-end order management. Process customer order accurately and efficiently, including liaise with. Material Planner, Production, and Logistics Team to ensure customer’s order is being handled and arranged accordingly.
• Proactively update customer on order status and changes via email/phone.
• Coach and supervise a team of support and filed personnel while monitoring their performance to ensure smooth day-to-day operations.
• Participate in regular internal briefings to align on operational priorities and customer expectations.
• Monitor and oversee billing administration processes to ensure accuracy and timely invoicing for all relevant operations.
• Oversee the billing team to ensure verification of charges, resolve discrepancies, and maintain proper billing records.
• Build and maintain good relationships with customer ensure customer satisfaction. Proactively identify customer needs and suggest solutions to enhance their experience.
• Work closely with the internal team, Project Management and Sales Support teams to ensure the customer is served in alignment with the business direction.
• Monitor and analyse Operation Support process and develop improvement plan to enhance internal process flow and quality of customer service.
• Follow up on outstanding issues with internal teams to ensure prompt closure.
• Prepare Monthly/Weekly/Daily Report.
• Understand on the requirements for a QMS, including documented information, planning and determining process interactions.

Job Requirement

• 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.