CUSTOMER SERVICE REPRESENTATIVE

The CSR supports the day-to-day operations of the supply chain team by assisting with procurement coordination, order management, and data entry tasks to ensure efficient and accurate supply chain processes. This role also plays a key part in supporting customer by responding to inquiries, resolving issues, and acting as a liaison between customers and production to maintain high levels of satisfaction.

In addition, the CSR is responsible for resolving customer complaints, and providing accurate delivery information via phone, email, or chat.

• Assist with procurement coordination
• Communicate with customers regarding order status, delivery timelines, and issue resolution
• Troubleshooting customer issues, providing appropriate solutions, and escalating complex cases to management when necessary.
• Maintaining detailed, accurate records of customer interactions, and transactions
• Update DB with accurate data
• Coordinate with internal teams such as sales, and production to ensure customer needs are met
• Ensure compliance with relevant Environmental, Safety, and Health (ESH) legal and other requirements applicable to FTMM operations.
• Support the implementation and continual improvement of the Quality Management System (QMS), Environmental Management System (EMS) and Occupational Health & Safety Management System (OHSMS).
• Undertake other role & responsibilities that are assigned by the company and immediate superior from time to time until full closure.

REQUIREMENTS / SKILLSET:

• Bachelor’s degree in math, science, business or engineering
• Excellent communication and organizational skills, with the ability to manage multiple tasks efficiently
• Strong problem-solving skills and the ability to coordinate efforts across multiple departments
• Proficiency in Microsoft Office
• Experience in using CRM software like Oracle and SAP.
• Detail-oriented, with a proactive approach to managing project timelines and communications
• Proficient in English, Bahasa Malaysia will be added advantage
• To be able to drive changes and be a change agent