Customer Service Representative

1 week ago

Kuala Lumpur, Malaysia Imerys Full time

The Company

The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.
- If you want to grow your skills and develop your career, find out more at

The Position

Customer Service Representative (Temporary)

Job Summary

To manages transactions with the local ERP system in the respective country. To plays a key role of maintaining a high level of Customer Satisfaction as well as monitoring on-time delivery in full.

KEY TASKS AND RESPONSIBILITIES:
Order process management- Punch in the customers' orders into the local ERP system and validate the order context according to internal / external customer’s requirements and Source Plant’s capability. Follow Service Level Agreements (SLAs).- Encode order with delivery date and liaise with Source Plant’s logistic coordinator to organise delivery- Communicate with internal / external customer on delivery dates and adjustmentsBilling- Timely processing of invoices for customer orders (Tax invoices might be issues by Finance department)- Input data in ERP- Review data and correct discrepancies as needed (e.g. ordered quantity vs. shipped quantity)- Maintain customer invoice files for archive in customer files (electronic or non electronic)- Manage billing process and participate in ERP implementation as needed

Customer communication- Be the single point of contact for allocated customers on all information requests, complaints, etc.- Directly collect information and communicate to customer when possible (e.g. shipment tracking)- Liaise with "complaints, samples & regulatory coordinator" for requests requiring task allocation and follow-up with other functions (e.g. operations)

Customer requests coordination (not directly answered by Customer Service)- Collect customer requests requiring task allocation and register in CRM. Follow-up with other functions from Customer Service (e.g. complaints, samples, regulatory questionnaire)- Communicate back to Customer Service for customer information- Follow-up on tasks allocated with relevant functions until it’s closed (e.g. following up on samples sent-out from plants, complaint status, sample status and regulatory questionnaireetc)
- JOB SPECIFICATIONS:

- Education:
- Diploma degree or aboveTypical Profile:
- Customer Service Officer-
- Customer oriented profile with previous Sales/Sales Admin exposure**Experience**:
- 1-3 years of experience in customer service with knowledge in manufacturing.-
- Hands-on experience in Business Transfer and International Trade as well as Letter of Credit handling, incoterm, etc.-
- Proven experience in a CRM program is an advantage.-
- Experience in handling complaint from customers and solving complex client situations is an advantage-
- Fresh graduates are encourage to applyLanguages:
- Proficient in English and Bahasa Malaysia.-
- Fluent in the language(s) of the customers and CS team members of the Region is an advantage [Region: SEA - English, Mandarin, Bahasa Malaysia)- Others : Contract for five (5) months

Position Type

Full time

and

Fixed Term (Fixed Term)
- Only technical issues will be monitored through the below inbox:_
- PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED._
- IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws._

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