CUSTOMER SERVICE EXECUTIVE

Job Title: Customer Service Executive (FMCG)

This role requires a blend of high-level communication, rapid problem-solving, and meticulous operational coordination to ensure seamless product delivery and customer satisfaction.

Key Responsibilities:

• Enquiry & Complaint Management: Professionally manage customer enquiries and resolve escalations regarding product availability, billing discrepancies, or delivery delays across multiple channels including phone, email, and social media platforms.
• Order Fulfillment & Tracking: Coordinate with logistics and warehouse teams to monitor shipment progress, manage delivery workflows, and handle reverse charge requests or return shipments.
• Stakeholder Liaison: Act as a central point of contact for external vendors, distributors, and internal departments (Sales, Procurement, and Finance) to synchronize efforts and meet delivery targets.
• Data Management & Reporting: Maintain accurate records of customer interactions, prepare daily/weekly productivity and sales reports, and ensure all documentation (DO, Invoice, and Quotations) is processed according to Company SOPs.
• Process Improvement: Identify recurring service issues or product defects in the market and suggest actionable improvements to enhance operational efficiency and customer loyalty.
• Quality Control Support: Assist in investigating product quality issues at the customer level and participate in service quality audits (e.g., ISO 9001:2015 standards, HACCP).

Key Requirements:

• Education: A bachelor’s degree or Diploma in Business Management, Marketing, or a related field is preferred.
• Experience: 2-3 years of customer service experience, preferably in FMCG, food manufacturing or distribution.
• Technical Proficiency: Microsoft Excel for data analysis and reporting, with familiarity in CRM & Auto count systems being an advantage.
• Communication: Professional working proficiency in English and Bahasa Malaysia; the ability to handle high-pressure environments and "difficult" customer interactions with diplomacy is essential.