Customer Service and Customer Care Representative

Order Entry & Fulfilment

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  Manage end-to-end customer order processing in coordination with the Sales team.

  
  


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  Enforce correct pricing and discounts according to annually updated guidelines while collaborating with Finance to ensure compliance with customer credit terms.

  
  


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  Prepare delivery notes and all required shipping documents while coordinating the timely shipment of customer orders and warehouse drop-offs.

  
  


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  Work closely with the Demand Planner regarding stock availability and incoming shipments.

  
  


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  Liaise with the 3PL warehouse for missing serial numbers or special delivery arrangements.

  
  


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  Manage delivery exceptions (e.g., returns, refusals, rejections) and handle Proof of Delivery (POD) documentation from delivery partners.

  
  


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  Support Professional Direct Sales and Dealers with AR (accounts receivable management) to avoid order replenishment block.

  
  


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  Verify and validate delivery partner billings before payment processing while managing backorders and coordinating logistics activities.

  
  

Customer / Sales Support >> Customer Care

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  Provide general customer support across all available channels (phone, email, chat, etc.) while managing and sharing accurate information with customers and internal departments.

  
  


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  Ensuring an accurate and customer-oriented processing of orders, complaints, and customer requests in line with SLAs

  
  


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  Handle product application requests and general product inquiries, provide pricing and availability information, and manage customer requests related to delivery timelines and open orders.

  
  


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  Handle customer complaints and claim requests, independently identifying and coordinating solutions across the organization when information is not readily available within the department

  
  


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  Monitoring and administrative processing of the delivery times for the products and accessories, so that a timely and complete delivery is guaranteed

  
  


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  Managing administrative tasks, such as processing quotations, sending customer documentation, and handling credit notes and returns.

  
  


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  Arrange repairs for private end consumers, both in and out of warranty, and provide after-sales support for the Kärcher online shop.

  
  


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  Store and maintain customer information in the appropriate databases while collaborating with other departments to resolve complex customer issues

  
  

System Management, Reporting & Data Analysis

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  Manage CRM-related activities, including creation and maintenance of Customer Master Data.

  
  


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  Prepare, publish, and monitor KPI reports while performing regular sales and CRM data analysis to support business performance tracking and informed decision-making.

  
  

Others

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  Responsible for managing Infonet and SAP systems, including training, manuals, process optimization, and project support.

  
  


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  Participate in operational activities such as year-end stock takes and execute ad hoc tasks or special assignments as directed by management.

  
  

Job Requirements

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  Diploma or Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related field.

  
  


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  Minimum 3–5 years of relevant experience in order management, customer service, supply chain, logistics, or sales operations.

  
  


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  Experience supporting B2B and/or B2C environments, preferably within FMCG, industrial, retail, or e-commerce sectors.

  
  


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  Hands-on experience with SAP systems for order processing, billing, inventory, and reporting.

  
  


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  Strong attention to detail with a high level of accuracy in data and documentation.

  
  


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  Excellent organizational and time management skills, with the ability to manage multiple priorities.

  
  


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  Customer-focused mindset with strong problem-solving and decision-making abilities.

  
  


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  Effective communication skills, both written and verbal, with internal teams and external customers.

  
  


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  Ability to work independently while collaborating effectively within cross-functional teams.

  
  


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  Proficiency in English & Bahasa Malaysia (spoken and written).