Customer Service Representative

**Summary role**:
In this role, you will be responsible for handling customer orders, inquiries, and complaints in a consistent, efficient, and friendly manner, ensuring that their needs and requirements are met.Your primary objective will be to increase customer loyalty to our company by providing prompt, accurate, and cost-efficient order management. You will actively engage with various departments such as supply chain, credit, regulatory, sales/business units, and other relevant parties to pursue satisfactory solutions to customers' requests through active follow-up.

**Responsibilities**
- Handle customer orders, inquiries, and complaints in a consistent, fast, friendly, and communicative manner, aligning with customer needs and our Business Rules and Service Offering policy.
- Communicate assertively and cooperatively with sales/business units, supply chain, credit, and compliance to ensure timely communication, shipment, and documentation.
- Strive for 100% accuracy in customer orders, invoices, and other documentation. Collaborate with sales managers to address pricing, payment, and delivery term inquiries, fostering sales growth through excellent service.
- **Ensure the accuracy and updating of customer master data and customer's special instructions in the system, facilitating effective follow-up by supply chain, credit, and other relevant parties.**:

- Proactively track the progress of each order from placement to delivery, promptly notifying customers (and if necessary, sales personnel, planning, and product line management) of any deviations from requested dates, offering alternative solutions.
- Track the status of complaints in the system, provide ongoing updates to customers and sales, and facilitate the communication of investigation results, corrective actions, and complaint closure in agreement with sales.
- Attend to customer requests for documents such as Certificates of Analysis (COA), Technical Data Sheets (TDS), Safety Data Sheets (SDS), Delivery Notes, and Invoices promptly.
- Download the outstanding orders report (ZSD04N) every morning and regularly monitor and refresh the report. Take appropriate actions based on the report, including timely communication of any changes to customers.
- Obtain approval for all price changes resulting in credit or debit notes.
- Identify and execute improvements to reduce lead times, transaction times, costs, internal and customer communication, document flow, and to increase service consistency while minimizing mistakes.

**Required Skills and Experience**:

- Minimum of 2-3 years of experience in customer service, with knowledge of import and export shipping functions, preferably in the same industrial field.
- Takes responsibility for problem identification and engages in problem-solving and decision-making preparations.
- Experience using the SAP system is highly desirable.
- **Excellent communication and interpersonal skills, with the ability to support and follow Australia's time zone effectively.**:

- Fluent in both written and spoken English.
- Proficient in Microsoft Office software, including Excel, Word, and Outlook.
- Proactive and demonstrates follow-up initiative.
- Ability to work independently and take ownership of tasks.
- Demonstrates initiative in identifying and resolving issues.
- Strong team player, collaborating effectively with colleagues.
- Attention to detail, ensuring accuracy in documentation and order management.

Contact information : 011-16299464 (Sha)

**Job Types**: Full-time, Permanent, Fresh graduate

**Salary**: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Early shift
- Fixed shift

Application Question(s):

- Have experience with all aspects of importing and exporting?

**Experience**:

- Customer service: 2 years (preferred)