Senior Customer Service Executive (ID: 689316)

Agensi Pekerjaan PERSOL Malaysia Sdn. Bhd.; Johor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading recruitment agency in Malaysia is seeking a Senior Customer Service Executive to join their manufacturing team in Johor. The successful candidate will deliver exceptional customer support and handle complex cases. Ideal applicants will have a Bachelor's Degree or Diploma and a minimum of 2 years' experience in customer service, preferably within manufacturing. Strong communication skills in English, Malay, and Mandarin are essential for liaising with clients. This role involves coordinating customer orders, providing forecasts, and ensuring timely delivery.

Qualifications

• Minimum 2 years' experience in customer service, preferably in a manufacturing environment.
• Experience with ERP systems and proficiency in Microsoft Office.

Responsibilities

• Provide timely sales order entry into the system.
• Generate forecasts and demand plans in the ERP system.
• Liaise with customers regarding shipment demands.
• Coordinate with internal teams regarding delivery feasibility.

Skills

Effective communication skills

Time-management skills

Proficiency in English

Proficiency in Malay

Proficiency in Mandarin

Education

Bachelor's Degree or Diploma in a related field

Tools

ERP systems

Microsoft Office

Job description

Senior Customer Service Executive (ID: 689316)

We are looking for an experienced and customer‑centric Senior Customer Service Executive to join our manufacturing team in Johor. In this role, you will deliver exceptional customer support, handle complex cases, and play a key part in improving our service processes.

Key Responsibilities

A. Sales order management

• Provide timely sales order entry into the system by meeting Navision standards (correct item card, part no, quantity, revision, date, price, ship‑to location, etc.).
• Receive customer POs and acknowledge receipt to the customer.
• Analyze purchase orders (selling price, revision, quantity, incoterm, delivery date, payment terms, currency) by meeting Navision standards before entering into the system.
• Implement clear ECN cut‑off in sales orders.

B. Forecast & demand planning

• Provide at least the current month and three‑month forecast demand in the ERP system, considering material and production lead times, and minimizing exposure and liability.
• Receive/request forecast from the customer.
• Analyze forecast accuracy versus actual sales.
• Report the analysis to Sales & Marketing and Material HOD.
• Review forecast accuracy with the customer.

C. Customer coordination

• liaise with the customer and provide shipment demand plans.
• Provide shipment demand plans after discussion with the customer.
• liaise with the customer on day‑to‑day operation issues.
• Ensure prompt response to customers’ inquiries and complaints.

D. Internal coordination

• Discuss feasibility of the delivery date requested by the customer with planners and counter‑propose alternative dates when necessary.
• Work closely with Sales & Marketing to understand and prioritize customers’ requirements.

What We're Looking For

• Bachelor's Degree or Diploma in a related field.
• Minimum 2 years' experience in customer service, preferably in a manufacturing environment.
• Experience with ERP systems and proficiency in Microsoft Office.
• Effective communication skills with customers and internal teams.
• Strong time‑management skills, particularly for on‑time delivery.
• Proficiency in English, Malay and Mandarin (to liaise with Chinese clients).