Key Responsibilities:

Services Administration (Lubricant Analysis & Digital Services)

Manage the full lifecycle of lubricant analysis services, including onboarding new customers, sample tracking, and customer queries.
Coordinate service delivery with Account Managers, Technical Support Groups, and third-party laboratories.
Assist customers and sales teams in selecting appropriate laboratory tests based on application, lubricant type, and service registration requirements.
Administer ERP-related tasks such as raising service sales orders, billing block management, and product lifecycle management activities to enable business units to access specific material codes for services.
Monitor turnaround times and resolve issues with external laboratories to ensure timely results.
Perform procurement and purchasing activities including purchase requisitions, goods receipting, and resolution of invoice quantity discrepancies, including making necessary adjustments.
Reconcile IT interface errors between lubricant analysis platforms and other service-related ERP systems.
Provide website and platform training packages to customers.
Manage system access, data administration, and training for digital service platforms provided by the business.
Act as the focal point for external service providers.

Technical Support & Advisory

Provide general technical support to sales staff and customers, ranging from large global accounts to distributor and reseller customers.
Provide lubricant recommendations, product tiering advice within the portfolio, considering product availability, competitor product alternatives, internal tools and databases, and application suitability for specific vehicles, machinery, and equipment. Immediate recommendations should be possible for at least 80% of applications, and with reference materials and technical networks, for 90% of cases.
Troubleshoot customer application issues related to lubricant selection and performance specifications, and escalate complex cases as appropriate.
Manage technical queries received through digital applications by responding directly or escalating to subject matter experts as needed, while collecting user feedback for continuous improvement across assigned markets.

Customer Engagement & Complaint Handling

Record and investigate customer complaints, ensuring detailed documentation and timely resolution. Prepare customer cases for handover to the responsible function.
Act as first-line support for general public and cross-business queries, understanding escalation pathways and maintaining ownership until resolution.

Operational Excellence

Ensure compliance with HSSE standards and provide disposal advice to customers and sales teams in accordance with local legislation. Maintain awareness of legislative changes and updates.
Manage operational activities in accordance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that support business performance objectives.
Adhere to customer service quality and accuracy standards.

Sales Enablement & Opportunity Identification

Identify customer opportunities and sales leads, recording key information related to product type and volume, and transfer prospects to the appropriate Sales Manager.
Be proactive in growing lubricant recommendation and product advisory databases.

Job Details:

Agensi Pekerjaan Ideal Reliance Sdn Bhd