Senior Customer Service & Orders Specialist

Bausch & Lomb GmbH; Kuala Lumpur; On-site; MYR 54,000 - 80,000; Full time

Job summary

Bausch + Lomb is seeking a seasoned Customer Service/Order Management professional in Kuala Lumpur to deliver high-quality service across orders, inquiries, and complaints. You will coordinate with sales, warehouse, and distributors while upholding SOPs and GDPMD standards.

Requirements include 4+ years in customer operations, proficiency in MS Office, and fluency in English, Bahasa Malaysia, and Chinese. Healthcare/medical devices experience is a plus.

Qualifications

• 4+ years of experience in customer service, order management or customer operations.
• Experience in healthcare, medical devices or regulated industries is preferred.
• Experience in order processing, customer inquiries and complaint handling.
• Ability to manage complex customer cases and work with cross-functional teams.
• Strong communication, problem-solving and stakeholder management skills.
• Detail-oriented and able to work under pressure and meet deadlines.
• Familiarity with SOPs and GDPMD is an advantage.

Responsibilities

• Handle customer orders received via phone, email, WhatsApp, or the sales team.
• Ensure accurate order entry into the system for timely delivery.
• Serve as the first point of contact for customer inquiries and handle complaints professionally; escalate as needed.
• Coordinate with the sales team on customer-related operations.
• Liaise with warehouse and customers regarding order rejections and returns.
• Manage stock replenishment through billing to fulfill distributor purchase orders.
• Log and close customer complaints in the system and monitor timely resolution.
• Ensure compliance with SOPs and participate in GDPMD practices.
• Perform other ad-hoc tasks as assigned.

Skills

Customer service

Order management

Stakeholder management

Communication

Problem solving

Cross-functional

English

Bahasa Malaysia

Chinese

Education

Business Administration

Marketing

Economics

Related field

Tools

Excel

Word

PowerPoint

Job description

Bausch + Lomb is seeking a seasoned Customer Service/Order Management professional in Kuala Lumpur to deliver high-quality service across orders, inquiries, and complaints. You will coordinate with sales, warehouse, and distributors while upholding SOPs and GDPMD standards.

Requirements include 4+ years in customer operations, proficiency in MS Office, and fluency in English, Bahasa Malaysia, and Chinese. Healthcare/medical devices experience is a plus.