Dutch Lady Milk Industries Berhad Hiring! Full Time Senior Customer Care Executive (B2B) in Selangor - Ricebowl

Bachelor’s degree in Customer Operations, Supply Chain, Logistics, or related field

5-6 years’ experience in supply chain, logistics, or customer-facing roles (FMCG preferred)

Strong understanding of end-to-end order-to-cash processes (B2B & B2C)

Hands-on experience in order processing, transport coordination, invoicing, and returns/complaints handling

Familiar with ERP systems and digital tools (EDI, portals, RPA); Salesforce or SAP S/4HANA

Proven track record in continuous improvement, system testing, and process issue resolution

Strong stakeholder management and cross-cultural collaboration skills

Analytical, detail-oriented, and solution-driven

Excellent communication skills; able to thrive in a fast-paced environment

Customer-focused and proactive mindset

Review quotations, contracts, pricing, payment terms, and maintain master data integrity

Process and manage customer orders (including complex and export orders), ensuring proper stock allocation and confirmations

Handle order changes, returns, complaints, and credit-related exceptions efficiently

Act as the main point of contact for customers, resolving queries and issues promptly

Coordinate with internal teams (e.g., logistics, operations) to resolve delivery, customs, and operational issues

Work closely with logistics partners to manage delivery schedules, transport arrangements, and export documentation

Support export activities, including order confirmation, contract validation, and claims handling

Drive continuous improvement initiatives and support automation and digitalization efforts

Participate in global and local projects to enhance processes and operational efficiency

Support system integration and standard operating procedures (SOPs) across business units

Monitor and track KPIs (e.g., service level, on-time delivery, order accuracy)

Provide insights, identify risks, and recommend actions to improve performance