Senior Customer Service Officer

Connor Manufacturing Services (JB) Sdn Bhd; Kulai; Presencial; MYR 67.000 - 100.000; Jornada completa

Descripción de la vacante

Connor Manufacturing Services (JB) Sdn Bhd in Kulai, Johor, seeks an experienced Senior Customer Service Officer to manage key customer accounts, process orders, and coordinate cross-functional logistics using Epicor ERP (E10).

You will act as the primary liaison between international clients and internal teams (Sales, Production, Planning, Logistics, Quality) to ensure exceptional service, accurate data, and on-time deliveries.

Formación

• Experience in customer service, order management or supply chain operations in manufacturing environments.
• ERP proficiency with Epicor or similar ERP systems (SAP/Oracle) preferred.
• Familiarity with EDI processing, customer portals, and JIT inventory management.
• Knowledge of ISO and RBA audits is a plus.
• Strong communication, problem-solving and cross-functional collaboration skills.
• Experience with audits and supplier coordination is beneficial.

Responsabilidades

• Process customer orders accurately in Epicor and maintain schedules across ERP databases.
• Respond to inquiries and resolve complaints in coordination with relevant departments.
• Prepare monthly on-time delivery and forecast/EDA reports and manage lead times.
• Maintain customer profiles and update price books in ERP.
• Represent Customer Service in production meetings and support ISO/RBA audits.

Conocimientos

Customer service

Communication

Analytical skills

Cross-functional collaboration

Problem-solving

Educación

Diploma / Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or related fields

Herramientas

Epicor ERP System

SAP

Oracle

Descripción del empleo

We are seeking an experienced and detail-oriented Senior Customer Service Officer to manage key customer accounts, order processing, cross-functional logistics, and ERP systems (Epicor E10). The ideal candidate will act as the key liaison between international clients and internal departments (Sales, Production, Planning, Logistics, and Quality) to ensure high customer satisfaction and operational excellence.

Key Responsibilities

1. Customer Order & Portal Management

Process customer orders accurately and efficiently in the Epicor System and maintain updated schedules across multi-region ERP databases (INC, Asia & JB E10).

Process customer application forms and order-related requests.

Coordinate order acknowledgments with planners and respond to customers within 3 working days.

Track daily committed shipments and coordinate delivery arrangements with the logistics team.

Manage customer portals, download capacity plans, and upload required portal updates (e.g., Tesla portal).

Ensure operational teams maintain agreed minimum safety stock levels for key accounts (e.g., Bosch).

2. Communication & Client Relations

Respond promptly to customer inquiries and provide proactive updates on order progress.

Act as the point of contact to resolve customer complaints in coordination with relevant departments.

Follow up on customer payment statuses when required.

Follow up on annual Customer Satisfaction Survey feedback forms.

3. Analytics, Forecasting & Reporting

Prepare monthly Auto & Non-Auto On-Time Delivery (OTD) reports with detailed performance analysis.

Monitor EDI demand, firm orders, and forecast changes to ensure operational teams align within quoted lead times.

Manage expedite fees and short-lead-time adjustments for customer forecasts.

Coordinate exposure claim submissions and follow up on final customer approvals.

4. Epicor ERP System Maintenance

Maintain customer profiles and update price books whenever changes occur.

Issue Tooling Authorization Billing forms to the Finance Team based on Quotes, Purchase Orders (PO), and Sales Orders (SO).

Keep shipment details up-to-date across INC, Asia, and JB Epicor systems.

5. Collaboration & Audit Support

Represent Customer Service in daily production meetings and work closely with Sales, Planning, Purchasing, Quality, and Logistics teams.

Participate in customer audits/visits, ISO audits, and RBA audits as required.

Perform additional duties assigned by management.

Requirements & Qualifications

Education: Diploma / Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or related fields.

Experience: Minimum 3 years of working experience in Customer Service, Order Management, or Supply Chain Operations within a manufacturing/industrial environment.

ERP Proficiency: Proven hands‑on experience using Epicor ERP System (or similar systems like SAP/Oracle) is highly preferred.

Technical Skills: Familiarity with EDI processing, customer portal operations (e.g., automotive/OEM portals), and JIT/safety stock management.

Compliance & Audits: Basic knowledge/experience with ISO and RBA (Responsible Business Alliance) standards/audits is an added advantage.

Soft Skills: Excellent communication, problem‑solving, analytical skills, and strong cross‑functional collaboration abilities.

Connor Manufacturing Services has established a strong engineering and technical presence in both North America and Asia. Each Location provides complete customer service including application engineering, design for manufacturability, material selection, and prototyping. Connor offers assistance with tool design, tool manufacturing and maintenance, production planning, quality assurance and comprehensive supplier management. The result is that Connor provides the cost effective combination of tool design, manufacturing process and locations for each customer program.