Order Management Representative (Mandarin Speaker)

Ecolab, Inc.; Selangor; On-site; MYR 36,000 - 60,000; Full time

Job summary

Ecolab is seeking an Order Management Representative to support customers across multiple divisions. You will handle order entry, backorder management, and related customer inquiries, ensuring accurate processing in our ERP system and timely resolution of issues.

Fluent Mandarin and English are required. The role involves 20–50 inbound calls daily, collaboration with internal teams, and opportunities to contribute to process improvements and onboarding new staff in a fast-paced Malaysia

Qualifications

• Diploma in any field is required.
• Proficiency in Mandarin and English is required.

Responsibilities

• Responds to internal and external customers while maintaining good customer relations.
• Process entry of sales orders into the ERP system adhering to high quality standards.
• Ensure customer issues relating to ordering are resolved in time (delivery, pricing, backorders).
• Collaborate with internal stakeholders to resolve order processing problems and maintain customer notes.
• Perform general customer service administrative duties (invoices, technical sheets, SDS).
• Promptly communicate messages from customers to sales and field personnel.
• Handle daily volume of 20–50 inbound calls.
• Comply with company and departmental policies and guidelines.
• Meet individual performance goals through time management.
• Participate in continuous improvement efforts.
• Provide support in coaching and onboarding new employees.
• Perform project duties to support operational objectives.

Skills

Order management

Customer service

ERP systems

Telecom platforms

English fluency

Independent work

MS Office

Mandarin & English

Education

Diploma

Job description

Ecolab is seeking an Order Management Representative to support customers across multiple divisions. The work is to support our customers and field associates in relation to order management, including but not limited to order entry, backorder management, complaint resolution, and sending documents on request. We also expect the person to contribute to continuous improvement of our customer experience and processes.

Main Responsibilities

• Responds to both internal and external customers while maintaining good customer relations.
• Process entry of sales order into the ERP system adhering to high quality standards.
• Ensure customer issues relating to ordering get resolved in time, including but not limited to delivery or pricing discrepancies & backorder situations.
• Work with all internal stakeholders to resolve problems related to the order processing cycle and ensure all customer notes are maintained.
• Perform general customer service related administrative duties such as providing copies of invoices, technical information sheets, and SDS etc.
• Promptly communicate messages received from customers to the sales and field personnel.
• Manages a daily volume of 20–50 inbound calls.
• Complies with all company and departmental policies, procedures, and guidelines.
• Achieves individual performance goals through effective time management.
• Participate in continuous improvement efforts.
• Provide support in coaching and onboarding new employees.
• Performs project duties as directed to support operational objectives.

Minimum Qualifications

• Diploma in any field.
• Proficiency in Mandarin and English.

Preferred Qualifications

• 1 year of Order Management and Customer Service experience.
• Familiarity with enterprise systems and telecommunications platforms is an added advantage.
• Strong oral and written communication skills, high proficiency in the English language.
• Ability to work independently in a multi-division, fast paced environment
• Experience with Microsoft Office software (Excel, Word, PowerPoint, OneNote and Outlook)