Customer Service Expert (Senior Level)

• Handle and assist customers with sales inquiries and provide appropriate solutions or alternatives in a timely manner.
  
• Prepare quotations, process purchase orders, and manage customer claims related to shipment delays, defective items, or incorrect pricing.
  
• Resolve product or service issues by clarifying customer complaints, determining the cause, and offering the best solutions. Follow up to ensure complete resolution.
  
• Rectify part number errors, request lead time changes from suppliers, and liaise with Sales, Shipping, and Account Teams on order statuses and AR matters.
  
• Prepare Request For Quotations (RFQs) and generate Purchase Orders (POs) to suppliers. Monitor inventory allocation and check lead-time status.
  
• Communicate delays and delivery changes internally and externally. Expedite deliveries by 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 short hands due to unforeseen circumstances.
  
• Ensure the accuracy of data for KPI reporting and review workflows for improvements.
  

• Education: Diploma or higher level of education
  
• Experience: 4-6 years of relevant working experience, with the ability to handle multiple tasks and provide effective solutions to customer and operational issues.
  
• Skills:
  
• Strong interpersonal, communication, organizational, and problem-solving abilities.
  
• 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).
  
• Service-oriented with good telephone etiquette and customer service skills.
  
• Languages: Good command of Bahasa Malaysia and English; proficiency in other languages is a plus.
  
• Work Attitude: Must be a team player, capable of working independently with minimal supervision, and have a positive and professional work attitude.
  
• Flexibility: Willingness to work on Saturdays, public holidays, and perform additional duties as required.
  

• Monday to Friday: 9:00 AM - 6:00 PM, Saturday: 9:00 AM - 1:00 PM on rotational basis (duty allowance applicable)
  

Job Type: Full-time

Pay: RM3,500.00 - RM5,000.00 per month

Benefits:

• Health insurance
  
• Maternity leave
  
• Opportunities for promotion
  
• Parental leave
  

Application Question(s):

• Are you willing to work on Saturday (rotational basis) and Public Holidays?
  

Language:

• Mandarin (Preferred)
  

Work Location: In person