Senior Customer Service Representative

PERSOL; Selangor; On-site; MYR 89,000 - 134,000; Full time

Job summary

Jora Malaysia is seeking a results-driven order management professional to streamline OTC operations and ensure accurate processing from entry through delivery. You will collaborate with Sales, Finance, Accounting, Legal, and Supply Chain to meet customer expectations while managing relationships with global manufacturing sites and vendors.

The role emphasizes KPI maintenance, proactive customer communication, and continuous process improvements within a dynamic, cross-functional environment.

Qualifications

• Bachelor’s Degree in Business, Supply Chain or related field preferred.
• At least 8–10 years of relevant experience.
• Proven experience in order management and customer service roles.
• Project management skills.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.

Responsibilities

• OTC Operations: maintain KPIs including order accuracy, turnaround time, and service level adherence.
• Order Management: ensure accurate and timely processing of customer orders from entry to delivery fulfillment.
• Oversee order management activities, including pricing validation, order clearing, and invoicing with LC documentation.
• Maintain proactive communication with customers on order status, delays, and mitigation plans.
• Cross-Functional Coordination with Sales, Finance, Accounting, Legal, and Supply Chain teams for seamless order execution.
• Liaise with global manufacturing sites and third-party vendors across US, Europe, and APAC to meet delivery commitments.
• Partner with Finance to manage AR/AP issues and ensure timely follow-up and resolution.

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Workinginadynamic,collaborativeenvironment,you'llhandlesophisticatedcustomerrequirements,resolveescalatedissues,andidentifyprocessimprovements.You'llbuildstrongrelationshipswithstakeholdersacrosssales,operations,financeandotherfunctionstodeliverseamlesscustomerexperiences.Thisroleoffersexcellentopportunitiesforcareerdevelopmentwithinourinnovativeorganization.

KeyResponsibilities

• 1.OTCOperations
• MaintaindefinedKPIs,includingorderaccuracy,turnaroundtime,andserviceleveladherence.
• 2.OrderManagement
• Ensureaccurateandtimelyprocessingofcustomerordersfromorderentrythroughtodeliveryfulfillment.
• Overseekeyordermanagementactivities,includingpricingvalidation,orderclearing,andpreparationofshipping,invoicing,andLetterofCredit(LC)documentationinaccordancewithcompanypolicies.
• Maintainproactivecommunicationwithcustomersonorderstatus,delays,andmitigationplanstoensureahighlevelofcustomersatisfaction.
• 4.Cross-FunctionalCoordination
• CollaboratecloselywithinternalstakeholderssuchasBULeaders.Sales,Finance,Accounting,Legal,andSupplyChain/Planningteamstoensureseamlessorderexecution.
• Liaisewithglobalmanufacturingsitesandthird-partyvendorsacrosstheUS,Europe,andAPACregionstomeetdeliverycommitmentsandcustomerexpectations.
• PartnerwithFinanceandAccountingteamstomanagecredit-relatedmatters,includingAccountsReceivable(AR)andAccountsPayable(AP)issues,ensuringtimelyfollow-upandresolution.
• Ensureallorderprocessingactivitiesanddocumentationarecompliantwithcorporatepolicies,regulatoryrequirements,andauditstandards.
• 6.ProcessImprovement&ReportingIdentifyopportunitiestoimprovesystems,processes,andtoolstoenhanceoperationalefficiencyandaccuracy.
• 7.AdditionalDuties

Qualifications:

• Bachelor’sDegreeinBusiness,SupplyChainorrelatedfieldpreferred.
• Atlease8-10yearsofrelevantexperience.
• Provenexperienceinordermanagementandcustomerserviceroles.
• Projectmanagementskills.
• Abilitytohandlemultipletaskssimultaneouslyinafast-pacedenvironment.