Overview

• Salary

  3,500 MYR ~ 5,000 MYR

• Industry

  Manufacturing(Chemicals/Materials)

• Job Description

  Responsible for facilitating customers business activities with the organization, such as making a purchase, placing an order, getting advice, lodging a complaint or request for latest information. Providing answers to customer enquiries or escalate them on to the Sales Manager responsible. Providing correct information and helping to solve customer queries or problems.
  
  <Drive>
  • Responsible and oversight of CS activities in the assigned H&R entities
  • Lead and manage customer service activities to achieve timely customer orders fulfilment and customer support to the stakeholders
  • Develop Delivery Policy on the order fulfilment lead-time and recommend logistics providers to achieve lowest logistics cost. Implement annual cost improvements measures to achieve best-in-class rates as directed by Line Managers
  • Collates sales demand forecast and order data to develop weekly and monthly delivery plan
  • Liaise with Technical team on COA issue and and any customer complaint on the quality related issues
  • Apply custom form (K1/K2/K8) and Form D, E, etc. when necessary and managed both domestic and oversea sales shipment for documentation preparation and coordination works
  • Liaise with other departments, discussing annual company targets, KPIs and agreeing on action plans to be taken with Sales Manager or Sales Support Manager
  • Develop and maintain CS operation COPs in compliance with ISO 9001:2015
  • Order taking, delivery arrangement and tracking (change management such as rescheduling, add-on order and order cancellation).
  • Oversee the CS activities such as daily processing of customer's order placement into E1, timely communication to customers on delivery related updates, daily deliveries status and activities, accurate invoicing, etc
  • Update the Weekly Stock status and Weekly Receipts File
  • Assist and manage SI, B/L, packing list, DO, marine insurance purchase and other related documents for import and export cargos such as raw materials and finished goods
  • Compile and update the Customer Service SOP, policies, and standards as per ISO 9001:2015 guideline
  • Monitor and assist Sales Manager, Sales Support Manger for the customer payment and collection
  • Develop customer satisfaction goals and coordinate with the Sales/Logistics team to meet them on a steady basis
  • Maintain accurate records and document all customer service activities and discussions
  • Compile service statistics and prepare detailed reports on delivery, also key-in any customer compliant into FMIS
  • Follow up on customer feedback/FMIS closure
  • Undertake any additional assignment as may be director by Sales Manager or Sales Support Manager
  
  <Support>
  • Assist Sales Manager and Sales Support Manager on the annual customer satisfaction survey
  • Maintain interface between Customer, Sales, Transporter, Logistics and Operation in terms of the order management & demand fulfilment process
  • Manage and support all customer order management related requirements pre-sales and post sales such as new customer CRM/E1 set-up, etc
  • Assist Sales Manager or Sales Support Manager to achieve customer service KPIs in a timely manner
  • Support Logistics team in terms of annual logistics provider's performance and costs with Technical team (Purchasing) to derive the lowest delivery route/mode option at to customers in a timely manner
  • Assist Purchasing and Planning department for the Production and Inventory monitoring
  • Able to react to change productively and handle other essential tasks as assigned