Representative - Customer Service

2 weeks ago

Malaysia Orica Full time

About Orica:

At Orica, it's the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress.

Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.


It's an exciting time to join us - we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.


About the role:

Customer Service Representatives provide a constantly high level of personalised and professional service that exceeds expectations through results.

CSRs are responsible for a portfolio of customers which they maintain by placing orders, resolving issues, and meeting the demand from both internal and external customers.

This portfolio is designed per customer geographical location which is closely aligned with the Commercial Team's structure. The CSR works within an environment where procedures and policies are maintained to support their role.

What you will be doing:

  • Understand the customers' business and their needs.
  • Communicate via phone and other means with customers on a regular basis building strong relationships.
  • Supply Safety Data Sheets to customers requesting information on safe handling and use of supplied products
  • Achieve a broad understanding of the Explosives Code (transportation of explosives) for the relevant area.
  • Participate in SHEC initiatives and safety meetings where applicable or as requested
  • Ensure all orders are processed and confirmed to the customer with a sales order confirmation. Orders must have a valid customer purchase order reference.
  • Actively communicate with customers.
  • Minimise credits as a result of CSR error.
  • Assist Cyanide and Emulsion schedulers with regular communication, regarding customer orders; thus reducing storage fees and transport costs where applicable.
  • Communicate to the Customer Service Supervisor and Territory Manager any issues resulting in potential delayed payment; including receipt of purchase order numbers, delivery or product issues and pricing.
  • Manage invoicing and workflow by completing daily processing, weekly and End Of Month processing. Communicate to the Customer Service Supervisor any concerns that could result in potential delay of invoicing.
  • Completion of weekly matrix.
  • Understand and utilise reporting in SAP to ensure real time invoicing is completed by processing all Products and Services provided by Orica.
  • Manage the end to end Sales Cycle Process from order to delivery and invoicing.
  • Assist in the resolution of claims and disputes, building relationships with the Credit and Collection team.
  • Order Planning: Ensuring that orders are delivered on time to customers. In case there is an issue, addressing the same by ensuring sufficient availability of products, delivery trucks and manpower. This will be achieved by keeping a close coordination with Operations and Commercial Team

What you will bring:

  • Excellent communication skills
  • Service industry related qualifications are advantageous
  • SAP Experience
  • Advanced Microsoft Excel skills
  • Knowledge in Planning

What we offer:


As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture.

We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.


You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture.

Ignite your career at a place where your distinct potential can find its home.

We respect and value all:

Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone's contributions.

All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.

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