Job Description

About the team

Reporting to Head of Customer Competence Center, the incumbent is the primary point of contact for customers on order management and customer service matters. The role is responsible for processing orders, resolving customer inquiries and complaints, maintaining customer data, coordinating with internal stakeholders, and ensuring a high level of customer satisfaction while supporting sales and logistics operations.

Key Responsibilities

• Manage customer orders, quotations, and pricing through ERP systems and digital channels.
• Serve as the main contact for order-related inquiries via phone, email, and chat.
• Coordinate with internal teams on order fulfillment, delivery issues, and service requests.
• Investigate and resolve customer complaints, delivery discrepancies, and transport damage claims.
• Monitor backorders and communicate delays, discontinuations, and alternative solutions.
• Maintain accurate customer master data in ERP and CRM systems.
• Generate reports and analyze operational data to support business decisions and process improvements.
• Promote and support customer adoption of online ordering platforms and digital tools.

Requirements

• Diploma or Bachelor's Degree in Business Administration, Supply Chain, Logistics, Customer Service, or a related field.
• Minimum 3 years of experience in customer service, order management, sales support, or related commercial functions.
• Minimum 3 years of B2B customer support experience.
• Experience using ERP systems (SAP, Navision, BPCS, or similar) and CRM platforms (Salesforce, SAP CRM).
• Proficiency in English; additional language skills are an advantage.

Why should you choose ZF in Malaysia?

Individual Growth: At ZF, you accelerate your career by working together across borders and cultures. Take advantage of global development opportunities, support and a flexible working environment.

Experience Variety: Join ZF to shape future mobility and sustainable systems. Drive smart solutions and contribute to safer, cleaner, affordable mobility for all.

Find Inspiration: Develop yourself in a team-oriented and supportive environment at ZF. Take on international challenges, be inspired by your colleagues and shape the future with us.