Customer Service and Logistics Coordinator

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Dover Full time
About the Role

The Dover company seeks a highly skilled Customer Care and Logistics Manager to oversee and manage customer care operations to ensure the highest level of customer satisfaction.

This role involves close collaboration with cross-functional teams, including Supply & Services and Technical Service, to develop and implement customer care strategies aligned with organizational goals.

Key Responsibilities:

  1. Work closely with the Supply & Services and Technical Service teams to ensure the successful deployment of service contract strategies.
  2. Ensure high-level customer satisfaction through effective complaint handling and working closely with Sales to problem-solve and do a proper customer complaint closure.
  3. Lead and manage the forecasting and purchasing function to ensure inventory is available based on demand plan and in line with inventory turnover. Ensure that the organization purchase and planning activities are conducted in accordance with the Company policy, and quality requirements.
  4. Lead and advise the CRM team in receiving, coordinating, and monitoring all customer orders from placement until final delivery and ensure these are delivered smoothly and timely through the supply chain. Negotiate with customers on delivery dates and order quantities based on the service level guidelines.
  5. Optimize processes and procedures to improve data accuracy and efficiency for install base management.
  6. Manage and facilitate Service Level Agreements (SLA) to ensure compliance and customer satisfaction.
  7. Promote preventive maintenance contracts and manage entries, billing, parts preparation, and job scheduling.
  8. Coordinate with the Technical Department for customer communications, as needed.
  9. Assist in preparing spare parts and consumable purchase orders.
  10. Facilitate credit release process based on established guidelines, coordinate with Sales and Finance on pending credit issues of customers.
  11. Oversee import/export licenses conforming to trade compliance requirements from local authorities in daily import/export operations.
  12. Own the in-country trade compliance process and work closely with the Global Trade Compliance team to ensure the delivery standards are duly adhered to.
  13. Manage stock & inventory to sufficiently serve customer supply needs.
  14. Manage logistics for import & export processes to comply with standards and international compliance.


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