Support & Assistance Specialist(Hybrid)

2 weeks ago

Puchong, Malaysia Elitez Pte Ltd Full time

**Job description**
- Lead the local Parts team in handling both external requests from customers and internal requests from Field and Technical Services teams.
- Act as the primary point of contact for customers and internal departments, ensuring efficient processing of requests — from checking contract status to coordinating material returns.
- Evaluate returned parts to determine whether they should be repaired or scrapped.
- Oversee warehouse and logistics operations, including inventory management, shipping, and distribution to ensure operational efficiency.
- Drive process improvement initiatives to enhance the overall effectiveness and profitability of the spare parts business.
- Manage the full cycle of internal and external service requests, including opening Service Requests (SRs) and accurately entering customer information.
- Conduct thorough checks on contract status, stock availability, pricing, and quality assurance before proceeding with orders.
- Prepare quotations, confirm customer orders, coordinate drop shipments, verify invoices, and handle warranty-related material returns.
- Analyze returned items according to Oracle guidelines to determine appropriate repair or disposal actions.
- Coordinate with Global Parts teams for sourcing when local inventory is unavailable, ensuring prompt submission of orders and preparation of necessary shipping and invoicing documentation.
- Supervise picking, packing, and delivery processes, manage stock replenishment in line with Global Parts strategy, and handle intercompany purchases to support seamless operations.
- Oversee inbound logistics, including material receipt and quality inspections, manage local parts procurement, and coordinate reverse logistics activities for repair and scrapping.

**Job Requirement**
- Master’s or Bachelor’s degree in Industrial Engineering, Mechanical Engineering, Business Management, or a Diploma with relevant work experience.
- At least 5 years of managerial experience in an After-Sales department, or 3-5 years of management experience in Logistics/Warehouse operations (if a warehouse exists in the market).
- Solid experience in servicing within the manufacturing or logistics industry.
- Fluent in both written and spoken English.
- Strong understanding of the After-Sales process, economic principles, and ERP systems.
- Prior experience with Oracle systems is a plus.
- Excellent customer service orientation, with strong communication, negotiation, and influencing skills.
- Ability to manage complex and challenging situations with sound problem-solving and decision-making skills.
- Demonstrated leadership ability, including team building, motivation, and conflict resolution to drive performance and achieve results.

Pay: RM3,000.00 - RM5,000.00 per month

Schedule:

- Day shift
- Early shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Oracle System: 1 year (preferred)

**Language**:

- Mandarin (preferred)

Work Location: In person

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