Customer Care cum Admin Executive

Job title \u2013 Customer Care cum Admin Executive (Animal Nutrition \u0026 Health) On-site\n\nLocation \u2013 Klang Valley Kuala Lumpur, Malaysia\n\nThe Customer Care Specialist acts as the primary contact point for assigned customers, ensuring efficient and professional handling of customer orders, enquiries, and delivery coordination. The role is responsible for managing the end-to-end Order-to-Cash (OTC) process, coordinating with internal stakeholders and external partners to ensure timely order processing, shipment, and delivery while maintaining high customer satisfaction.\n\nYour key responsibilities:\n\nCustomer Service \u0026 Order Management \n\n * Act as the primary contact point for assigned countries, districts, or customers, ensuring clear, timely, and professional communication.\n * Manage and execute customer service activities in accordance with agreed service levels, standard operating procedures (SOPs), and compliance requirements.\n * Handle customer enquiries, order placement, and order management, including directing and coordinating orders with production or supply sources.\n * Coordinate and confirm supply chain arrangements for import shipments and deliveries, ensuring timely execution.\n * Apply Just-In-Time (JIT) principles to optimize delivery timelines and inventory flow.\n * Monitor and manage the end-to-end Order-to-Cash (OTC) process, ensuring orders are processed accurately and efficiently.\n * Coordinate customer deliveries across multiple channels, including third-party shipments, trading flows, and intercompany transactions within RDC and GDC\n * Work closely with sales teams, logistics, supply chain, and other internal departments to ensure seamless order fulfilment.\n * Proactively update customers on order status, shipment schedules, and potential delays.\n * Maintain accurate order documentation, system updates, and reporting in SAP or relevant ERP systems.\n * Support continuous improvement initiatives to enhance customer service processes and operational efficiency.\n\n\n\nAdministrative Support \n\n * Manage office supplies, related reservations, and maintain inventory records.\n * Perform various administrative tasks related to departmental (local \u0026 region) or functional processes \n * Support and coordinate SHE (Safety, Health \u0026 Environment) activities and training within the office.\n * Keeping track and follow up employees\u2019 mandatory training status \n * Facilities support and point of contact with Komune\n * Organise employees\u2019 wellness activities\n * Support HR-related responsibilities eg. organise new hire onboarding, arrange new hire orientation, exit clearance arrangements etc.\n * Monitor and report on defined Integrated Business Planning (IBP) KPIs.\n\n\n\nWe Offer:\n\n * Unique career paths across animal, nutrition and health \u2013 explore what drives you and get the support to make it happen.\n * A chance to impact millions of consumers every day \u2013 sustainability embedded in all we do.\n * A science led company, cutting edge research and creativity everywhere \u2013 from biotech breakthroughs to sustainability game-changers, you\u2019ll work on what\u2019s next.\n * Growth that keeps up with you \u2013 you join an industry leader that will develop your expertise and leadership.\n * A culture that lifts you up \u2013 with collaborative teams, shared wins, and people who cheer each other on.\n * A community where your voice matters \u2013 it is essential to serve our customers well. \n\n\n\nYou Bring:\n\n * Diploma or Bachelor\u2019s Degree in Business Administration, Supply Chain, Logistics, or a related field.\n * Minimum 2\u20133 years of experience in customer service, order management, or supply chain coordination.\n * Experience working with SAP or similar ERP systems is preferred.\n * Proficiency in Microsoft Office applications.\n * Experience with data analytics or reporting tools (e.g., Power BI) will be an added advantage.\n * Basic understanding of the end-to-end Order-to-Cash (OTC) process.\n * Proactive mindset with the ability to work independently as well as collaboratively within a team.\n * Strong communication and coordination skills, with the ability to manage multiple stakeholders.\n * Good problem-solving skills and the ability to work effectively in a fast-paced environment.\n\n\n\nAbout dsm-firmenich\n\nAt dsm-firmenich, we don\u2019t just meet expectations \u2013 we go beyond them.\n\nJoin our global team powered by science, creativity, and a shared purpose: to bring progress to life.\n\nFrom elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions \u2013 every single day. Whether it\u2019s fragrance that helps you focus, alternative meat that\u2019s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere.\n\nAnd while you\u2019re making a difference, we\u2019ll make sure you\u2019re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They\u2019re essential to our future. \n\nBecause real progress only happens when we go beyond, together.\n\nInclusion, belonging and equal opportunity statement\n\nAt dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work \u2013 and that\u2019s exactly the kind of culture we\u2019re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.\n\nWe\u2019re proud to be an equal opportunity employer, and we\u2019re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we\u2019re committed to reflecting the world we serve.\n\nWe welcome candidates from all backgrounds \u2014 no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.\n\nAnd if you have a disability or need any support through the application process, we\u2019re here to help \u2013 just let us know what you need, and we\u2019ll do everything we can to make it work.\n\nAgency statement\n\nWe\u2019re managing this search directly at dsm-firmenich. If you\u2019re applying as an individual, we\u2019d love to hear from you. We\u2019re not accepting agency submissions or proposals involving fees or commissions for this role. \n