Customer Service Executive

Overview

Imerys Kuala Lumpur, Malaysia is hiring a Customer Service Executive. The role reports to the Customer Service Manager of SEA and focuses on delivering high levels of customer satisfaction, managing orders in SAP, and ensuring on-time delivery.

Responsibilities

• Manage orders in SAP ERP; validate order context against internal / external requirements and Source Plant capability; follow Service Level Agreements (SLAs).
• Enter orders with delivery dates and coordinate with Source Plant’s logistic coordinator to organise delivery.
• Communicate delivery dates and adjustments with internal and external customers.
• Support credit applications, credit releases, credit notes and debit notes as needed.
• Track containers movement until arrival at destination.
• Process invoices in a timely manner; input data in ERP; review data and correct discrepancies; maintain customer invoice files; participate in ERP implementation as needed.
• Act as the single point of contact for allocated customers for information requests, complaints, and other inquiries; collect information and communicate shipment tracking where possible; liaise with complaints, samples and regulatory coordinator and follow up with other functions.
• Coordinate customer requests that require cross-functional input (e.g., complaints or samples) and register in CRM; follow up until closed.
• Liaise with external agencies such as shipping agencies and banks as needed.
• Travel up to 5% may be required.

Job Specifications / Qualifications

Languages

Proficient in English and Bahasa Malaysia. Fluency in the languages of the customers and CS team members of the region is an added advantage (Region : SEA – English, Mandarin, Bahasa Malaysia).

Position Type

Full-time, Permanent

Location

Imerys Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Travel

May require up to 5% travel.

EEO Statement

IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.

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