Customer Service Executive

About the role

This is a permanent, full-time Customer Service Executive position based in Jalan Ahmad Ibrahim, working under general supervision. The role ensures end-to-end order fulfilment for authorised service providers, sales intermediaries and business partners, acting as a key coordination point between customers, external freight forwarders and internal operations. It also supports the orientation, training and assignment of work for technical and business support staff.

Key responsibilities

• Process internal and external customer orders accurately, meeting customer requirements and delivery timelines.
• Answer basic customer inquiries on product availability, maintenance and order status, and resolve basic service or billing complaints.
• Maintain records of customer interactions, inquiries, complaints and comments, and the actions taken.
• Coordinate with Operations, Planning, Warehouse and other teams to deliver timely order fulfilment.
• Resolve shipping issues, transit delays and delivery discrepancies promptly.
• Work with Sales to meet monthly sales targets.
• Coordinate with the internal logistics service provider and freight forwarders to arrange shipments and follow up on vessel schedules.
• Prepare and coordinate shipping documentation and support ad-hoc shipping programmes.
• Gather customer names, addresses, billing information, product numbers and specifications, and enter them on order forms.
• Assist in orienting, training and assigning work to technical and business support employees.

Required profile

• Diploma or degree in Business Administration or a related field.
• Minimum 2-5 years of customer-facing experience in manufacturing aftermarket, customer service, logistics or new ERP/eCommerce implementation.