SUPPLY CHAIN CUSTOMER SERVICE SPECIALIST

Super Food Specialists (M) Sdn Bhd; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent food distribution company in Johor Bahru is looking for a Supply Chain Customer Service Specialist. The successful candidate will ensure seamless order processing and high customer satisfaction. Key responsibilities include handling customer complaints, managing stock data, coordinating deliveries, and maintaining accurate customer records. Applicants should be detail-oriented and able to resolve issues promptly. This role offers the opportunity to enhance service quality in a dynamic environment.

Responsibilities

• Ensure accurate and timely processing of all customer orders.
• Handle customer complaints efficiently to reduce recurring issues.
• Proactively inform customers of available stock and delivery options.
• Provide logistics operators with lead time for deliveries.
• Maintain and update customer account data accurately.

Skills

Order processing accuracy

Customer complaint resolution

Logistics coordination

Stock data management

Job description

SUPPLY CHAIN CUSTOMER SERVICE SPECIALIST

Super Food Specialists (M) Sdn Bhd – Johor Bahru, Johor

This role is responsible for delivering a seamless order processing and customer service experience to all customers. The objective is to ensure that all orders and delivery-related issues are resolved promptly and accurately, maintaining the highest level of customer satisfaction at all times. KPIs include order accuracy, timeliness, responsiveness and customer satisfaction. This role provides a complete order process and customer service facility to all customers. This to ensure that all orders and delivery issues are promptly resolved in order to maintain the highest level of customer service at all times. Process Customer Orders according to target. Number of end user customers on target. Handling calls and enquiries daily according to the defined target service team, to successfully manage customer orders, execute operational plans and provide excellent customer service.

KEY ACTIVITIES

1. Order Processing

Ensure accurate and timely processing of all customer orders to eliminate errors and maximize service levels;

Analyse service failures and recommend improvements to enhance customer satisfaction and drive sales;

2. Customer Complaint Resolution

Handle customer complaints efficiently to reduce the number of recurring issues by:

Proactively informing customers of potential shortages, including reasons and next availability;

Processing all allocated customer returns and queries, logging complaints, and ensuring timely resolution;

Gathering and evaluating all relevant information to address inquiries and complaints effectively;

Prepare and submit reports on customer complaints as requested by the Customer Services Lead;

3. Stock Data Management

Proactively inform customers of available stock and delivery options;

Identify potential stock issues and communicate promptly with customers and internal stakeholders (e.g., Sales) to maintain strong customer relationships;

4. Delivery Coordination

Provide Logistics Operators with adequate lead time to plan, coordinate, and dispatch deliveries;

Ensure deliveries meet required deadlines while maximizing resource utilization and minimizing costs;

Focused on Export Shipping (export documentation & compliance, freight forwarder/carrier alignment and coordination with LSP);

5. Administration

Maintain and update customer account data and master records accurately;

Provide ongoing administrative support as requested by the team leader or manager;

Evaluate external customer satisfaction and define improvement activities based on feedback;

Implement initiatives to enhance service quality and overall customer experience;

Participate in SAP enhancements, such as data migration, testing and post live support.

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