PR/158383 | Senior Customer Service Expert

JOB RESPONSIBILITIES 

• Assist customers with sales inquiries, providing timely and appropriate solutions or alternatives.

• Assist in prepare quotations, process purchase orders, and handle customer claims related to shipment delays, defective items, or pricing errors.

• Address product or service issues by clarifying customer complaints, identifying the cause, and offering optimal solutions. Ensure follow-up for complete resolution.

• Correct part number errors, request lead time changes from suppliers, and coordinate with Sales, Shipping, and Account Teams on order statuses and accounts receivable matters.

• Prepare Requests for Quotations (RFQs) and generate Purchase Orders (POs) for suppliers. Monitor inventory allocation and check lead-time status.

• Communicate delays and delivery changes both internally and externally. Expedite deliveries from suppliers and update systems as needed.

• Troubleshoot and resolve operational issues while implementing preventive measures to ensure smooth daily operations.

• Participate in Customer Service projects and provide training and guidance to team members and new hires.

• Cover operational duties during staff shortages due to unforeseen circumstances.

• Ensure data accuracy for KPI reporting and review workflows for improvements.

JOB REQUIREMENTS

• Diploma or higher level of education

• Minimum 3 years of relevant working experience, with the ability to handle multiple tasks and provide effective solutions to customer and operational issues

• Proficient in MS Office and Outlook

• Comfortable working in a high-volume and fast-paced environment. 

• Ability to multitask, prioritize effectively, and manage an average of 50 quotations/sales orders per day (with 20 line items per order)

• Willingness to work on rotational Saturday (half day) and occasional Public holiday 

BENEFITS

• Attractive employee benefits

• Allowances provided

• Training provided

#LI-JACMY

#StateKL