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 Location : Sunway Pinnacle, Petaling Jaya, Selangor
Working Duration: 12 months tenure with PERSOLKELLY
Remuneration : Salary from RM2,800 – RM4,000 (depend on performance & qualification) with statutory contribution + leave entitlement
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 Ashikin_Malihi@persolkelly.com
- 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 😊.