Customer Excellence Executive

2 days ago

Malaysia Merck Full time 60,000 - 120,000 per year

Customer Excellence Executive – Job Description

Key Responsibilities:

  • Manage and respond to customer inquiries from Export customers in a timely and professional manner.
  • Process customer orders accurately and ensure smooth and timely order fulfillment.
  • Notify customers about shipment schedules and ensure all related documents are delivered on time and in line with customer expectations.
  • Coordinate with logistics and distribution teams to arrange deliveries according to customer requirements.
  • Monitor and manage customer accounts receivable, track outstanding balances, and follow up on overdue payments.
  • Collaborate closely with the Product Manager to understand customer needs and ensure product and service alignment.
  • Analyze customer and sales data, generate reports, and provide insights to support business decisions.
  • Serve as a key communication point between customers and internal departments to ensure smooth operations and timely issue resolution.
  • Work cross-functionally with Sales, Supply Chain, Import, Distribution, and Logistics teams to ensure end-to-end customer satisfaction.
  • Support continuous improvement initiatives to enhance the customer experience and optimize internal processes.

Qualifications:

  • Bachelor's degree in Business Administration, International Business or related field.
  • 2–4 years of experience in customer service, export operations, or order management, preferably in a multinational.
  • Strong understanding of export documentation, logistics coordination, and order fulfillment processes.
  • Excellent communication skills in English, both written and verbal; additional language skills are a plus.
  • Proficient in Microsoft Office (Excel, Word, PowerPoint) and experience with ERP systems (e.g., SAP, Oracle) is preferred.
  • Strong analytical and problem-solving skills with attention to detail.
  • Ability to work independently and collaboratively in a cross-functional team environment.
  • Customer-oriented mindset with a proactive approach to issue resolution and continuous improvement.
  • Ability to manage multiple tasks and prioritize effectively under pressure.
  • Familiarity with international trade regulations and Incoterms is an advantage.

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