Customer Service

1 week ago

Kuala Selangor, Selangor, Malaysia Sinergia Talents Sdn Bhd Full time

RESPONSIBILITIES:

CUSTOMER SERVICE

  • Responsible for facilitating and building customer relationships through providing continuous highquality service and support.
  • Maintain a basic working knowledge of sales policies, internal practices, and supply & demand requirement.
  • Maintain positive workingrelationships with external customers and all interworking departments and personnel.
  • Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
  • Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day.
  • Coordinate with internal departments and support them in delivering efficient and quality service to customers.
  • Ensure the smooth new account opening and that customer database are up to date in the ERP system including the requirements of each customer. Maintaining data and Tracking Activities by Customers in Company's CRM.
  • Ensuring customer feedback and complaints are addressed and handled timely, efficient, and effective manner.
  • Ensure corrective actions are put in place in the event of customer issues to improve on quality standards and resolve any claims if necessary.
  • Summarize all the customer issues and follow up with internal stakeholders on the solutions and align the feedback reply to customers. Identify tasks critical to keeping customer satisfaction levels in check.
  • Compile reports on overall customer satisfaction

DEMAND PLANNING

  • Responsible for compiling forecast from all customers after getting from Sales department and share to Supply Planner.
  • Lead the Demand Review Meeting (Actual vs Forecast) and monitor the forecast accuracy adherence to the defined targets
  • Lead the Demand Review Meeting (Actual vs Forecast) and monitor the forecast accuracy adherence to the defined targets
.

  • Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis).
  • Revert Sales Order Confirmations to customer on the same day basis (if within the standard agreed condition of lead time).
  • Organize the discussion with Sales and Operation Team and get the Estimated Delivery Date before reverting Sales Order Confirmations to customer (if out of standard agreed condition of lead time); Also, responsible to brief the related Sales personnel regarding the issue and solution for Sales to take over this issue.
  • Prioritize orders based on urgency of product needed, specifications, and shipping and delivery.
  • Compiling the delivery documents requirement and share to customer once delivery completed.
  • Supports all new project developments, Phase in Phase out events, ensuring no customer service impact and strive to write off through inventory management.
  • To carry out any other duties assigned from Superior and Management from time to time.

PREFERRED QUALIFICATIONS
Education Diploma/Bachelor's Level Degree/ Master Level Degree in Business Administration, Finance, Economics, & any Management field

WORKING EXPERIENCES


Minimum 8 years of working experience in related field is required for this position such as Customer Service /Supply Chain/Supply Planner / Demand Planner fulfilment.


KNOWLEDGES, SKILLS AND ABILITIES

  • Communication: Strong communication skills with a proactive and positive attitude.
  • Problem Solving: Excellent proactive problemsolving, analytical, and negotiation skills.
  • Technical Proficiency: Proficient in Microsoft Excel and skilled in mathematical calculations.
  • Organization: Strong time management and organizational skills.
  • Attention to Detail: Detailoriented to ensure requirements match customer demands.
  • Supply Chain Management: Capable of navigating the complexities of supply chains.
  • Computer Skills: Proficient in essential computer skills.
  • Multilingual Skills: Proficient in written and spoken English, Malay, and Mandarin for effective communication in diverse settings. Fluency in Mandarin preferred for interaction with Mandarinspeaking clients.
  • Industry Experience: Previous experience in the Food Manufacturing industry is advantageous.

Salary:
RM6, RM8,000.00 per month

Experience:

  • Demand planning: 8 years (preferred)
  • Customer service: 8 years (preferred)
- food manufacturing: 2 years (preferred)

Language:

  • Mandarin (preferred)

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