This role will responsible for overseeing and enhancing customer service operations and logistics planning, using ERP systems (D365) for managing logistics and customer service processes. It is envisioned that this role will ensure optimum customer satisfaction level, in balance with smooth and efficient production and logistic operation.
Main Task
1.0 Customer Service
- Primary contact point for customers (internal & external), transporter and freight forwarder
- Develop and maintain strong relationships with customers, vendors, and logistics partners.
- Manage customer accounts, process orders, and ensure accurate and timely delivery of products.
- Utilize and maintain ERP systems to track orders, manage customer interactions, and streamline operations.
- Address inquiries, resolve issues, and provide information in a timely and professional manner.
- Collaborate with internal teams, including Production, Quality, Finance to ensure seamless service delivery.
- Analyze and report customer service metrics, identifying areas for improvement and implementing solutions.
- Handle customer complaints and returns, ensuring swift resolution and customer satisfaction.
2.0 Logistic Planning
- Plan, coordinate and optimize logistics planning, including shipment schedules, certain inventory management, and distribution processes.
- Utilize and maintain logistics and customer service systems to track orders, manage customer interactions, and streamline operations.
- Monitor inventory levels and coordinate with warehouse team to ensure optimal stock levels, replenishment, asset turnaround
- Analyze and report on logistics performance and customer service metrics, identifying areas for improvement and implementing solutions.
3.0 Operation
- Support implementation of new technologies, processes and their updates/upgrades
- Organize, store and manage commercial documents (hardcopy and softcopies)
- Support audit (internal & external) processes in terms of document compilation, preparation and possibly presentation.
Experience Requirements
- Proven experience in customer service and logistics planning roles, preferably in a fast-paced environment.
- Proficiency in logistics and customer service systems (e.g., ERP, CRM software).
- Excellent communication and interpersonal skills, with a friendly and professional demeanor.
- Strong problem-solving abilities, detail-oriented, able to work under pressure
- Ability to work, both independently and work collaboratively as part of a team, in multi-cultural, regional environment.
- Strong organizational and multitasking abilities.
- Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field is preferred.
Skill Requirements
- Proficient in Bahasa Malaysia, English and Mandarin
- Proficient in MS Word, Excel, Outlook, Powerpoint
- INCOTERMs, Import-Export documentation and process flow
- Experience in using corporate resource planning tool, Microsoft D365 is preferred
Interpersonal
- Pleasant & eloquent
- Independent
- Resourceful
- Collaborative
- Eager learner
- Problem solver
- Careful, detail oriented
