Customer Operations Executive - Petaling Jaya

 A.  JOB PURPOSE/SUMMARY

You will work closely with internal departments to resolve issues, improve processes, and support end-to-end customer journeys.

 I.  Primary Responsibility:

Order Management & Fulfillment:

• Manage incoming purchase orders (POs) by checking stock availability, allocating stock, and coordinating logistics for timely deliveries.
• Prepare and maintain documentation such as Delivery Orders and Packing Lists.
• Ensure accurate order processing for both B2B and B2C customers, including platforms like Shopee, Lazada, and other ad hoc clients.
• Monitor and follow up on order statuses, deliveries, and returns/refunds to ensure timely resolution.

Warehouse & Inventory Coordination:

• Liaise with the warehouse team to manage inbound purchase orders, including import shipments (China and local).
• Verify SKUs and ensure appropriate stock allocation, especially for key accounts with signed contracts (e.g., Columbia Asia Hospital, Subang Jaya Medical Centre).
• Flag any expiring pharmaceutical certificates and ensure documentation is up to date.
• Address minor operational issues (e.g., damaged or lost items, handling returns) without requiring major financial decisions.

Customer Service & Support:

• Handle customer inquiries via phone, email, live chat, and social media, ensuring professional and timely responses.
• Provide manual order processing support for customers with platform issues (TikTok, websites, etc.).
• Resolve escalated customer complaints by liaising with relevant teams (warehouse, logistics, finance) to find effective solutions.
• Maintain accurate records of customer interactions, transactions, and feedback.

Reporting & Insights:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Prepare regular reports and provide insights to management to drive service enhancements.
• Track and report on key KPIs, including response time, resolution time, and customer satisfaction scores.

Documentation & Administrative Support:

• Maintain accurate operational records, including inventory, procurement, and logistics documentation.
• Support the implementation and improvement of Standard Operating Procedures (SOPs).
• Handle general administrative tasks, including data entry, document filing, and scheduling.
• Contribute to the creation and maintenance of customer service FAQs, scripts, and SOPs.

B2B Account & Vendor Coordination:

• Manage and maintain strong relationships with key B2B accounts, ensuring SLAs are met.
• Coordinate bulk orders, pricing queries, and custom service needs for B2B clients.
• Support vendor coordination and supplier management as needed.

II. Secondary Responsibility:

Expo & Event Support:

• Provide operational support for expos and events, including front-end (on-site presence) and back-end (stock count and BAU continuity).
• Assist in managing customer-facing communications during product launches and promotional campaigns.

System & Continuous Improvement:

• Maintain accurate CRM records and suggest improvements to CRM and ticketing systems.
• Assist in onboarding and training new team members or temporary staff.
• Collaborate with internal teams to enhance the customer experience and identify opportunities for process improvement.

Additional Tasks:

• Assist with ad hoc tasks, such as checking quotations, data collection, and preparing reports as requested by management.

• Education: Diploma or Degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Experience: 1–3 years of working experience in logistics, shipping, or supply chain operations. Knowledge of freight forwarding, import/export documentation, Incoterms, and customs procedures in Malaysia.
• Technical Skills: Proficiency in Microsoft Office (Excel, Word); experience with ERP or WMS systems is an advantage.
• Soft Skills: Good command of English and Bahasa Malaysia; Mandarin is a plus (especially for dealing with China-based suppliers). Detail-oriented, proactive, and a strong team player.