[ref. a33625624] Robert Walters - BQE - Customer Service, Logistics

Senior Order Fulfillment Executive (FMCG)

An exciting opportunity has arisen for a Senior Order Fulfillment Executive to join a highly respected organisation in KL, where your expertise in customer service and order management will be truly valued.

What you'll do:

• Process all types of customer orders—including sales orders, free-of-charge orders, and credit notes—while diligently following up on their progress from initiation through completion.
• Monitor order statuses closely to ensure every order is fulfilled within agreed timelines, proactively addressing any potential delays or issues that may arise.
• Coordinate with third-party logistics providers to check, compile, and deliver regulated documentation required for export and duty-free zone deliveries to customers.
• Work collaboratively with internal departments to ensure seamless service delivery across all touchpoints.
• Provide comprehensive support for Sales and Marketing teams regarding sales order issues and operational procedures, ensuring all stakeholders are kept informed throughout the process.
• Deliver regular updates on order fulfilment status to both customers and internal stakeholders, maintaining transparency and building trust through clear communication.
• Handle customer complaints with empathy and professionalism by raising cases in the Complaint Management System (CMS) and following up until full resolution is achieved.
• Actively participate in process improvement projects by offering constructive feedback based on customer experiences and supporting initiatives aimed at creating greater efficiency.

What you bring:

• A minimum of 3-5 years’ experience in a customer service role focused on order processing, customer engagement, and collaboration across multiple departments or functions.
• Fast and accurate typing abilities that enable you to manage high volumes of data entry without compromising quality or timeliness.
• Proven track record of building dependable relationships with stakeholders through excellent communication skills and a proactive approach to problem-solving.
• Demonstrated capability in handling complex problems using sound judgement while maintaining a continuous improvement mindset that seeks out new efficiencies.
• Experience in preparing supply chain KPI reports along with familiarity evaluating performance against key metrics such as Case Fill Rate (CFR) or On Time In Full (OTIF).
• Intermediate or advanced proficiency in Microsoft Excel alongside solid working knowledge of MS Word and PowerPoint for effective data management and presentation.
• Hands-on experience using JD Edwards or similar enterprise resource planning systems would be considered an added advantage.

What sets this company apart:

The focus on continuous improvement means your ideas are welcomed; your voice matters when it comes to shaping how things are done. Join an employer where collaboration isn’t just encouraged—it’s celebrated as the foundation of long-term success.

What's next:

If you are ready to take the next step in your career journey within a supportive team environment where your skills can shine, we invite you to apply now!

Apply now or email me at Ariel.Lai@robertwalters.com.my to discuss this new opportunity!

Please note that only shortlisted candidates will be contacted.

Do note that we will only be in touch if your application is shortlisted.

Licence Number : JTKSM 423C