Contract Customer Experience Excellence Representative

Report to: Customer Experience Excellence Lead, MY                                        

Company : SKF Malaysia Sdn Bhd

Location : Nilai                                                                                                                             

The role:

• Collaborate within the team to enhance departmental efficiency and productivity by streamlining operational processes


• Provide sales support and manage the order fulfillment lifecycle to ensure excellent customer experience and achieve business objectives

Key Responsibilities 

• Manage day-to-day operations, including handling customer enquiries, managing orders, and overseeing the order fulfillment lifecycle


• Review customer order intake and monitor order book status


• Follow up closely on pending order acknowledgements, overdue shipments, and goods in transit


• Track quotations and update win/loss status to support business goals


• Work closely with sales and segment teams to provide effective sales support


• Collaborate with cross-functional teams (sales, service, finance) to support daily customer experience operations and business activities


• Coordinate with demand and supply planners from global factories and regional warehouses to improve stock availability and service reliability 


• Handle and resolve customer complaints within defined processes, timelines, and KPIs, ensuring corrective and preventive actions are implemented promptly


• Generate and analyze order-related reports/dashboards to provide consistent updates to customers and internal stakeholders


• Collaborate with external logistics partners to ensure timely delivery of goods


• Manage customs-related matters, including import duties and taxes, HS codes, tax exemption compliance, documentation, and clearance


• Support quality initiatives and business process improvement projects

What we are looking for:

• Degree in Business Management or a related field


• 2–3 years of experience in customer service 


• Strong communication skills, with the ability to interact effectively with customers and internal stakeholders


• Proven collaboration and teamwork abilities 


• Results-oriented mindset with a strong sense of urgency


• Ability to multitask and maintain attention to detail


• Highly resourceful and adaptable in a dynamic, fast-changing environment


• Knowledge of SAP S/4HANA will be an added advantage