Customer Service Specialist - Malaysia, Selangor - Persolkelly

Persolkelly Malaysia, Selangor

4 days ago

Full time

Description

Job Details:

Position : Customer Service Specialist (AU)

Company Industry : Medical

Working Hours : Mon - Fri (5:30am to 2:30pm - Malaysia Time) | ..Rotation shift - subjected to business needs

Working Duration: 12 months tenure with PERSOLKELLY

Overtime: Depends on Business needs

..Need to have own transport

WHO CAN APPLY

Degree in Business, Engineering, Logistics, Operations Management, Operations Research/Management Science, or a related field.
A minimum of seven years of general business experience critically including experience in customer service or sales
A minimum of five years experience in roles
Proven expertise in customer service operation
Experience or deep understanding of the various aspects of Deliver (Warehouse, Transportation, Customer Service,) and Supply Chain excellence standards.
Understands end-to-end supply chain functions and the critical process and system dependencies between Source, Make, Plan and Deliver functions
Strong experience/understanding of process design, standards definition and implementation
Customer centric mindset, track record of delivering customer-focused outcomes
Manage physical and mental condition well

KEY RESPONSIBILITIES

Ensuring the day-to-day order management activities are executed flawlessly and timely.
Works closely with market customer service to measure customer satisfaction relating to ordering process and delivery management.
Responding to customer queries in a timely and accurate way, via email or phone call which is customer preferred/designated.
Build sustainable relationships of trust through open and interactive communication.
Order management inclusive the following, but not limited:
- Processing of orders, consignment fill up, billing and return management
- Product recall handling - collection & replacement
- Generate required report
- Record all the transactions properly in the system/tools and prepare for the audit
- Inquiry management such as price information, delivery status, delivery change, back order communication management etc.
Actively notify management on the changing needs and recommends process changes to accommodate customer requirements.
Responds to and resolves complex customer complaints.
Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements.
Ensure Customer Service activities are aligned with the total Supply Chain strategies.
Participate actively in alignment and adherent to business objectives, policies and procedures.
Complete all required training and continue learning to improve individual capability to provide better services to customers.
Strictly follow quality, compliance guidelines.
Meet KPI targets to support market revenue growth.
Take the extra mile to engage customers.
Ability to work along with specific market calendar.
Undertake any other duties or responsibilities deemed necessary for the advancement.

Key measures

The position will be measured primarily on:

Order management accuracy
Processing volume
Call quality
Case close lead time
Completion of annual program deployment roll-out (markets covered) targets

Technical Skills:

SAP system knowledge , Microsoft Excel, Words, Powerpoint.

Serious applicants can send your updated resume to

- Subject: Customer Service Specialist (AU)

- Please also provide your expected salary and notice period

- Immediate joiner preferred

Only qualified candidates will be contacted for interview.

We thank you for your application Ÿ ̃Š.

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