1. Title: Customer Sales Executive

2. Mission:

Responsible for facilitating customers business activities with the organization, such as making a purchase, placing an order, getting advice, lodging a complaint or request for latest information. Providing answers to customer enquiries or escalate them on to the Sales Manager responsible. Providing correct information and helping to solve customer queries or problems.

3. Responsibilities :

• Responsible and oversight of CS activities in the assigned company entities
• Lead and manage customer service activities to achieve timely customer orders fulfilment and customer support to the stakeholders
• Assist Sales Manager and Sales Support Manager on the annual customer satisfaction survey
• Maintain interface between Customer, Sales, Transporter, Logistics and Operation in terms of the order management & demand fulfilment process
• Manage and support all customer order management related requirements pre- sales and post sales such as new customer CRM/El set-up, etc.
• Develop Delivery Policy on order fulfilment lead-time and recommend logistics providers to achieve lowest logistics cost. Implement annual cost improvements measures to achieve best-in-class rates as directed by Line Managers
• Collates sales demand forecast and order data to develop weekly and monthly delivery plan
• Liaise with Technical team on COA issue and any customer complaint on the quality related issues
• Apply custom form (Kl/1<2/1<8) and Form D, E, etc. when necessary and managed both domestic and oversea sales shipment for documentation preparation and coordination works
• Liaise with other departments, discussing annual company targets, KPls and agreeing on action plans to be taken with Sales Manager or Sales Support Manager
• Develop and maintain CS operating SOPs in compliance with ISO 9001:2015
• Order taking, delivery arrangement and tracking (change management such as rescheduling, add-on order and order cancellation).
• Oversee the CS activities such as daily processing of customer's order placement into El, timely communication to customers on delivery related updates, daily deliveries status and activities, accurate invoicing, etc.
• Assist Sales Manager or Sales Support Manager to achieve customer service KPls in a timely manner
• Support Logistics team in term of annual logistics provider's performance and costs with Technical team (Purchasing) to derive the lowest delivery route/ mode option at to customers in a timely manner
• Update the Weekly Stock status and Weekly Receipts File
• Assist Purchasing and Planning department for the Production and Inventory monitoring
• Assist and managed SI, B/L, packing list, DO, marine insurance purchase and other related documents for import and export cargos such as raw materials and finished goods.
• Compile and update the Customer Service SOP, policies, and standards as per ISO 9001:2015 guideline
• Monitor and assist Sales Manager, Sales Support Manager for the customer pay- ment and collection
• Develop customer satisfaction goals and coordinate with the Sales/Logistics team to meet them on a steady basis.
• Maintain accurate records and document all customer service activities and discussions.
• Compile service statistics and prepare detailed reports on delivery, also key-in any customer compliant into FMIS.
• Follow up on customer feedback/ FMIS closure.
• Undertake any additional assignment as may be directed by Sales Manager or Sales Support Manager
• Able to react to change productively and handle other essential tasks as assigned.

4. Requirements:

• Good Command of English/ Bahasa Malaysia
• Good computer skills
• Experience in CS and or logistics field
• Good diagnostic and problem solving
• Be confident to respond positively when under pressure

5. Pre requirements

Education: Degree or Diploma

Working experience 3 to 10 years

Job Types: Full-time, Permanent

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person