supply chain customer service specialist

2 days ago

Taman Permas Jaya, Johor, Malaysia Super Food Specialists (M) Sdn Bhd Full time 24,000 - 60,000 per year

KEY ACCOUNTABILITIES

This role is responsible for delivering a seamless order processing and customer service experience to all customers. The objective is to ensure that all orders and delivery-related issues are resolved promptly and accurately, maintaining the highest level of customer satisfaction at all times. KPIs include order accuracy, timeliness, responsiveness and customer satisfaction. This role provides a complete order process and customer service facility to all customers. This to ensure that all orders and delivery issues are promptly resolved in order to maintain the highest level of customer service at all times. Process Customer Orders according to target. Number of end user customers on target. Handling calls and enquiries daily according to the defined target service team, to successfully manage customer orders, execute operational plans and provide excellent customer service.

KEY ACTIVITIES

1. Order Processing

Ensure accurate and timely processing of all customer orders to eliminate errors and maximize service levels;

Analyse service failures and recommend improvements to enhance customer satisfaction and drive sales;

2. Customer Complaint Resolution

Handle customer complaints efficiently to reduce the number of recurring issues by:

  • Proactively informing customers of potential shortages, including reasons and next availability;
  • Processing all allocated customer returns and queries, logging complaints, and ensuring timely resolution;
  • Gathering and evaluating all relevant information to address inquiries and complaints effectively;

Prepare and submit reports on customer complaints as requested by the Customer Services Lead;

3. Stock Data Management

Proactively inform customers of available stock and delivery options;

Identify potential stock issues and communicate promptly with customers and internal stakeholders (e.g., Sales) to maintain strong customer relationships;

4. Delivery Coordination

Provide Logistics Operators with adequate lead time to plan, coordinate, and dispatch deliveries;

Ensure deliveries meet required deadlines while maximizing resource utilization and minimizing costs;

5. Administration

Maintain and update customer account data and master records accurately;

Provide ongoing administrative support as requested by the team leader or manager;

6. Continuous Improvement

Evaluate external customer satisfaction and define improvement activities based on feedback;

Implement initiatives to enhance service quality and overall customer experience;

Participate in SAP enhancements, such as data migration, testing and post live support.

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