Customer Service Specialist

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 😊 .

Customer Service, Supply Chain, Implementation, Process Design, Sales