Senior Customer Service Specialist (Order Management)

MVC Resources; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

MVC Resources in Malaysia is seeking a Senior Customer Service Specialist (Order Management) to manage end-to-end order processing and ensure accurate, timely fulfillment across multiple channels, while delivering exceptional customer experiences.

You will coordinate with internal commercial teams, logistics partners, and finance to resolve inquiries, track complaints, and uphold GDPMD compliance, maintaining data integrity and adherence to regulatory standards.

Qualifications

• Diploma or Bachelor’s degree in business-related field.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
• At least 4 years of experience in customer care, order processing, and operations.
• Proven track record in end-to-end order execution and dispute resolution.

Responsibilities

• Process and fulfill customer orders accurately from multiple channels to ensure on-time delivery.
• Coordinate distributor stock and inventory replenishment to satisfy requests.
• Respond to inquiries and resolve disputes; escalate complex issues when needed.
• Track complaints, drive root-cause resolution, and maintain timely closures.
• Collaborate with internal teams, finance, and logistics to support orders.
• Liaise with warehouse and 3PL providers on delivery issues and returns.
• Adhere to quality standards and GDPMD regulatory requirements.

Skills

Customer care

Order processing

Cross-functional collaboration

Problem solving

Attention to detail

Education

Diploma or Bachelor's degree in Business Administration/Marketing/Economics or related

Tools

Excel

Word

PowerPoint

Microsoft Office

Job description

Senior Customer Service Specialist (Order Management)

Taman Tun Dr Ismail, Malaysia

• Country Malaysia

Job Description

Role Overview:

Deliver an exceptional customer experience by promptly addressing client inquiries, resolving challenges effectively, and ensuring smooth day-to-day order operations in alignment with organizational standards and industry compliance guidelines.

Key Responsibilities:

• Order Processing & Fulfillment: Manage and enter customer orders accurately from multiple channels (email, phone, messaging platforms, and internal sales teams) to guarantee on-time order fulfillment.
  
• Distributor & Stock Coordination: Oversee inventory replenishment billing to satisfy distributor purchase requests.
  
• Customer Inquiry & Dispute Resolution: Act as the primary liaison for client queries and resolve complaints diplomatically, escalating complex matters to appropriate internal stakeholders when required.
  
• Complaint Tracking: Record and monitor complaints within the internal tracking system to ensure timely closure and root-cause resolution.
  
• Cross-Functional Collaboration: Partner closely with internal commercial teams, credit control/finance, and supply chain partners.
  
• Logistics & Returns Management: Liaise between warehouse partners, external third-party logistics (3PL) providers, and customers regarding delivery issues, order discrepancies, and returns.
  
• Quality & Regulatory Compliance: Adhere strictly to company operating procedures and support regulatory quality standards, specifically Good Distribution Practice for Medical Devices (GDPMD).
  
• Ad-Hoc Support: Assist with other operational duties and projects as assigned.
  

Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related discipline.
  
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
  
• At least 4 years of solid background in customer care, order processing, and customer operations.
  
• Proven track record handling end-to-end order execution, high-touch customer support, and complaint resolution.
  
• Strong interpersonal, problem-solving, and cross-functional collaboration skills.
  
• High attention to detail, adaptability, and the ability to work independently under tight deadlines in a fast-paced environment.